Customer Service Manager (Onsite)

Prattwhitney; Mexicali; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

Collins Aerospace seeks a Customer Service Manager to lead the finished goods support team and drive end‑to‑end order fulfillment in SAP. You will coach staff, schedule coverage, and ensure high customer satisfaction while advancing continuous improvement initiatives across the organization.

The role requires a university degree with at least 8 years of experience, including 5+ years in a leadership position, and hands-on ERP/SAP SD expertise. Fluency in English is essential.

Formación

• Usually requires a university degree with 8+ years of relevant experience.
• Minimum 5 years in a leadership or management role with direct reports.
• Hands-on ERP experience, especially SAP SD, and strong customer escalations resolution.

Responsabilidades

• Lead finished goods customer support team and ensure meeting response metrics.
• Schedule team coverage and manage order fulfillment processes in SAP.
• Conduct root cause analysis and implement corrective actions.
• Coordinate cross-functional collaboration and report to senior leadership.

Conocimientos

Leadership

Customer service management

Root cause analysis

English communication

Educación

University degree

Herramientas

SAP SD

CRM systems

Descripción del empleo

Date Posted: 2026-08-11 Country: Mexico Location: MX-BCN-MEXICALI-496 ~ Calzada Manuel Gomez Morin #3200 ~ CALZADA Position Role Type: Unspecified We are seeking a highly motivated, talented Customer Service Manager who has the desire to lead and coach the finished goods customer support team. In this role you will be responsible for meeting response metrics, scheduling for team coverage, subject matter expert for root cause and corrective action planning for the finished goods team and ensure overall customer / team success. Additionally, you will manage a team of professionals along with providing directions to skilled administration employees, as well as leading area employee engagement, safety, quality and continuous improvement efforts.

What You Will Do:

• Ensures all quality related items for assigned areas are complete and documented to meet established quality standards.
• Leads scheduling for assigned areas so coverage requirements are met.
• Responsible for operational execution during the order fulfillment phase of a contract.
• This includes evaluating current procedures and processes to ensure compliance, efficiency as well as customer service.
• Performing root cause analysis and implementing corrective actions when these aims are not met.
• Leading the order entry process and making sure that sales orders are accurately and efficiently created in the SAP system.
• The sales orders are to be managed in accordance with external and internal customer expectations.
• This includes documenting and training existing procedures as well as developing and deploying new techniques to continually improve this process.
• Monitors operations performance to maximize productivity.
• Interfaces with customers (internal and external) to understand customer needs and issues and ensure that the customers receive satisfactory standards of services.
• Delegate effectively to develop personnel and effectively balance the workload.
• Address employee issues/concerns and motivate the workforce to achieve department goals.
• Manage and resolve escalated customer concerns with professionalism, ensuring timely and effective solutions that align with company policies and customer satisfaction goals.
• Facilitate effective collaboration and communication across teams by delivering clear and impactful presentations, reports, and updates tailored to diverse stakeholders, including senior leadership, customers, and cross-functional teams, ensuring alignment on goals and fostering a positive and productive work environment.
• Plan and allocate time and resources strategically to meet organizational goals and ensure the completion of high-priority tasks.
• Occasional travel to the U.S. may be required depending on business needs.
• Communicate fluently in English, both verbally (calls and meetings) and in writing (email follow-ups and responses), to ensure professional and effective interaction with international clients and stakeholders.
• Proficiency at a bilingual or advanced level in English is required.

Qualifications You Must Have:

• Typically requires a University Degree and minimum 8 years’ prior relevant experience.
• Minimum of 5 years of proven experience in a leadership or management role, including direct responsibility for managing and developing a team of direct reports.
• Hands‑on experience with ERP systems (including but not limited to SAP or similar platforms), specifically with expertise in the Sales and Distribution (SD) module.
• Documented success in resolving high‑impact customer escalations and implementing solutions that resulted in measurable improvements in customer satisfaction (e.g., NPS, CSAT, or similar metrics).

Qualifications We Prefer:

• Proven expertise in project and change management, demonstrated through successful leadership of cross‑functional projects, implementation of change initiatives, and possession of relevant certifications (e.g., PMP, PRINCE2, Prosci, or equivalent).
• Extensive experience in CRM systems.
• Preferably with experience in customer‑focused leadership roles such as Customer Service Manager, Client Success Manager, Customer Support Manager, Contact Center Manager, Service Delivery Manager, or similar positions overseeing customer interactions and support operations.

At Collins Aerospace, our customers are at the core of our business. And meeting each of their unique needs is the key to our success. The Customer & Account Management organization plays a critical role at Collins Aerospace both internally and externally. We provide executive‑level support to major original equipment manufacturers and defense customers and support our Strategic Business Units (SBUs) by augmenting key relationships and maintaining an excellent customer experience. Internally, we develop and support our SBUs by strategically planning and capturing future growth opportunities while ensuring customer satisfaction. If you want to advance your career while contributing to a vision that helps our customers redefine the aerospace industry, then consider landing here!

Role Type Definitions:

• Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

Privacy Policy and Terms:

RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry‑leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.