Principal Customer Support Engineer - Mechanical Systems & Externals (Onsite)

Pratt & Whitney; East Hartford (CT); On-site; USD 108,000 - 205,000; Full time

Benefits offered by this job

Relocation Package

Job summary

Pratt & Whitney is seeking a Principal Customer Support Engineer for Mechanical Systems & Externals to lead resolution of in-service engine events and coordinate cross-functional teams to deliver actionable technical guidance to airline customers and MRO partners.

You will develop and deliver accurate maintenance data for engine and module inspections, interface with airlines and internal engineering, and drive timely publication of customer-facing documentation while ensuring engineering

Qualifications

• Bachelor's degree in STEM with 8 years of relevant experience.
• Advanced degree with 5+ years relevant experience.

Responsibilities

• Lead timely resolution of in-service engine events and hardware issues by coordinating cross-functional teams.
• Drive investigations and corrective actions for CPRs and QNs with design, quality, and manufacturing teams.
• Develop and deliver accurate maintenance data and manuals (EM, AMM) meeting engineering and customer requirements.
• Serve as technical interface with airlines, MROs, Airbus, and internal engineering, guiding on hardware design and service issues.
• Collaborate with Technical Publications to identify gaps and ensure timely resolution of documentation issues.

Skills

Technical communication

Cross-functional coordination

Engineering analysis

MS Office

Education

Bachelor's degree in STEM

Advanced degree in related field

Tools

MS Office Suite

Job description

Principal Customer Support Engineer - Mechanical Systems & Externals

Date Posted: 2026-09-25

Country: United States of America

Location: US-CT-EAST HARTFORD-OBG ~ 400 Main St ~ BLDG OBG

Position Role Type: Onsite

U.S. Citizen, U.S. Person, or Immigration Status Requirements: Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

Security Clearance Type: None/Not Required

Security Clearance Status: Not Required

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.

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:

• Lead timely resolution of in-service engine events, hardware issues, AOGs, and overhaul work‑stops by applying engineering expertise, coordinating cross‑functional teams, and providing actionable technical recommendations to airline customers and MRO partners.
• Drive hardware investigations and corrective actions for Customer Part Returns (CPRs) and Quality Notifications (QNs), coordinating with design, quality, manufacturing, and customer‑facing organizations to identify root causes and implement effective solutions.
• Develop and deliver accurate technical data and maintenance documentation for engine and module piece‑part inspections, Engine Manuals (EM), Aircraft Maintenance Manuals (AMM), and related technical publications, ensuring content meets engineering and customer requirements.
• Serve as a technical interface with airlines, MROs, Airbus, and internal engineering disciplines, providing clear guidance on hardware design, operation, maintenance, and service issues and coordinating closure of technical actions.
• Partner with Technical Publications and cross‑functional engineering organizations to identify publication gaps, establish technical direction, and ensure customer‑impacting documentation issues are resolved accurately and within established timelines.

Qualifications You Must Have:

• Bachelor's degree in a Science, Technology, Engineering, or Mathematics (STEM) discipline and 8 years of relevant experience, or an Advanced Degree in a related field and 5 years of relevant experience.

Qualifications We Prefer:

• Experience in commercial aerospace, aircraft engines, MRO, airline operations, or an aviation maintenance environment.
• Experience with engine or aircraft maintenance documentation, including Engine Manuals (EM), Aircraft Maintenance Manuals (AMM), or component/inspection instructions.
• Leading or coordinating Customer Part Returns (CPRs), Quality Notifications (QNs), AOG events, or other in-service hardware investigations.
• Experience with technical writing and communicating complex engineering concepts to technical and non‑technical audiences.
• Experience with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

What We Offer:

• Relocation Package.

The salary range for this role is 107,500 USD - 204,500 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.

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.

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.