Customer Support Representative Manager M5 (Onsite)

Prattwhitney; California (MO); Hybrid; USD 132,000 - 252,000; Full time

Benefits offered by this job

Relocation Package Benefits

Job summary

Pratt & Whitney is seeking a Customer Support Manager to lead the Southern California Antelope Valley CSR team, directing initiatives, monitoring KPIs, and ensuring security compliance. The role involves coordinating propulsion system support, training, and cross-functional collaboration with engineering and logistics.

You will oversee field deployments, escalation resolution, and reporting while maintaining flexibility for travel up to 35% to remote sites.

Qualifications

• Bachelor's degree in STEM with technical background.
• Active TOP SECRET clearance preferred; collateral secret required Day One.
• Experience leading customer support or field logistics teams.

Responsibilities

• Provide strategic direction, monitor key performance metrics, and ensure alignment with goals and compliance.
• Oversee onboarding, training, and professional development for a high-performing team.
• Coordinate engine integration troubleshooting and sustainment activities.
• Collaborate with engineering, logistics, and customer personnel to resolve issues.
• Lead field deployments and travel up to 35% to support sites and up to 30 days.
• Report status, performance data, and parts consumption to stakeholders.

Skills

Security clearance

Leadership

Education

Bachelor's degree in STEM

Job description

Date Posted: 2026-10-01 Country: United States of America Location: US-CA-REMOTE Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: Active and transferable U.S. government issued security clearance is required prior to start date. U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance Security Clearance Type: DoD Clearance: Secret Security Clearance Status: Active and existing security clearance required on day 1

At RTX, the world 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. Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

What You Will Do:

• The customer support representative (CSR) will serve as the area lead by providing strategic direction, monitoring key performance metrics, and ensuring alignment with company goals, compliance standards, and operational excellence.
• This will include acting as the direct reporting official, overseeing performance, addressing escalated issues, and leading initiatives for onboarding, training, and professional development to foster a high-performing, customer-centric team.
• Position is for the Southern California Antelope Valley Region not to be confused with P&W Engine Shop at Edwards AFB
• The CSR will conduct planning and technical support to include engine integration issues, maintenance, systems troubleshooting, and the sustainment of support equipment, material, and processes.
• The CSR will work closely with P&W Engineering and P&W technicians as well as customer personnel to lead efforts and events at the customer location to resolve technical and logistical problems involving propulsion system integration, operation and maintenance.
• The customer support manager will coordinate and oversee implementation of P&W logistic and mechanic teams that are dispatched to the program sites in support of issues.
• The CSR will co-lead, and coordinate resolution issues with the Engineering and Logistics Program Management team and in some cases will need to identify and react to program obstacles/problems and obtains solutions independently, and with limited resources.
• The CSR Provide timely responses to numerous technical questions related to the propulsion hardware to ensure uninterrupted operations and ensuring comprehensive reporting on support activities including status, performance reports, operating data, engine configuration status and parts consumption.
• The CSR will work with the customer supply and tooling department in troubleshooting and resolution of emerging customer issues and maintain flexibility to resolve constantly changing customer priorities.
• The CSR will use self-initiative and judgment to identify problems, conduct investigations to determine root cause, and coordinate solutions between P&W, suppliers and the customer.
• Customer support manager will work primarily 1st shift but will adapt to customer needs and travel up to 35% to support customer requirements to include extended operations spanning up to 30 days to remote locations.
• An active TOP SECRET Clearance is preferred, a collateral secret clearance is MANDATORY DAY ONE with the ability to obtain and retain a top secret clearance.
• An active TOP SECRET Clearance is preferred, a collateral secret clearance is MANDATORY DAY ONE with the ability to obtain and retain a top-secret clearance.

Qualifications You Must Have:

• Bachelor degree 10 years of technical experience or 7 years of experience with an advanced degree
• An active TOP SECRET Clearance is preferred, a collateral secret clearance is MANDATORY DAY ONE with the ability to obtain and retain a top-secret clearance.

Qualifications We Prefer:

• Bachelor’s degree in Science, Technology, Engineering or Mathematics (STEM)
• Experience as an FSR or with an engine/aircraft maintenance environment is preferred and in field logistics experience.
• Requires broad management and leadership knowledge to lead project teams.

What We Offer:

Relocation Package Benefits

What Is My Role Type:

This role is: Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance workers, as they are essential to the development of our engines. 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. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 132,400 USD - 251,600 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. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

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.

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.