Customer Service Inbound Repairs Manager (Onsite)

Prattwhitney; College Park (GA); On-site; USD 69,000 - 131,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Three weeks of vacation

Job summary

RTX is seeking a Customer Service Inbound Repairs Manager for our College Park, GA site. You will lead a team of CSRs, own scheduling, data analytics, and act as the customer interface on product status and delivery.

The role requires a university degree or equivalent, at least 2 years in technical/operational settings, MRO/repair admin experience, and SAP familiarity. This position is onsite in a large aerospace and defense environment.

Qualifications

• University degree or equivalent experience.
• Minimum 2 years of relevant experience with technical or operational practices.
• Experience with MRO or repair administration management.
• Experience leading teams or individuals.
• SAP experience is preferred.

Responsibilities

• Track data related to customer orders and activities.
• Create and maintain service notifications and scheduling.
• Perform data analytics and forecasting to support business development or product management.
• Notify teams of data trends for quality improvement.
• Minimize risk by maintaining data and reports.
• Provide support to sales with customer concerns.
• Serve as customer interface on product status and delivery.
• Document customer service needs to identify patterns and maintain quality.

Skills

Leadership experience

MRO knowledge

Repair administration management

Education

University Degree or equivalent experience

Tools

SAP

Job description

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

Position Overview

The Customer Service Inbound Repairs Manager works with customers and may serve as face of the organization as a leader of a team of Customer Service Representatives (CSRs). Includes full accountability of the workforce. Oversees the operations of one or multiple business segments or product groups within the Service Center.

Responsibilities

• Tracking data related to customer orders and activities.
• Creating and maintaining service notifications and scheduling.
• Performing data analytics and forecasting in support of business development or product management.
• Notifying other customer service representatives along with members of other divisions of data trends for improvement of quality.
• Minimizing risk by maintaining data and reports.
• Performing duties related to overall customer service.
• Providing support to sales team with regard to customer concerns.
• Serving as customer interface on product status and delivery.
• Documenting customer service needs to identify patterns and maintain quality.

Qualifications

• Typically requires a University Degree or equivalent experience and a minimum of 2 years prior relevant experience with specialized knowledge of technical or operational practices.
• Experience with MRO or similar industry repair administration management.
• Experience with direct or indirect leadership within a previous role.
• We Prefer Subject matter expert in repair administration management preferred.
• SAP experience.

Role Type & Employment Details

This position is classified as: 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. Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

Location

US-GA-COLLEGE PARK-317 ~ 5159 Southridge Pkwy ~ SOUTHRIDGE, Ste 100

Security & Citizenship

U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance Type: None/Not Required Security Clearance Status: Not Required

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

Benefits

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
• Birth, adoption, parental leave benefits.
• Ovia Health, fertility, and family planning.
• Adoption Assistance.
• Autism Benefit.
• Employee Assistance Plan, including up to 10 free counseling sessions.
• Healthy You Incentives, wellness rewards program.
• Doctor on Demand, virtual doctor visits.
• Bright Horizons, child and elder care services.
• Teladoc Medical Experts, second opinion program.
• And more!

Additional Compensation and Benefits Information

The salary range for this role is 68,900 USD - 131,100 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

Company Overview

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.