Sr. Customer Service Manager (Onsite)

{ "jobLocation" : { "@type" : "Place", "address" : { "@type" : "PostalAddress", "addressCountry" : "United States of America", "addressLocality" : "US-GA-MIDLAND-MPC ~ 8801/8987 Macon Rd ~ BLDG MPC" } }, "hiringOrganization" : { "name" : "", "@type" : "Organization", "sameAs" : "" }, "identifier" : { "name" : "Sr. Customer Service Manager (Onsite)", "@type" : "PropertyValue", "value" : "01860811" }, "datePosted" : "2026-07-21", "validThrough" : "2026-07-24", "employmentType" : "FULL_TIME", "title" : "Sr. Customer Service Manager (Onsite)", "description" : "Date Posted: 2026-07-21 Country: United States of America Location: US-GA-MIDLAND-MPC ~ 8801/8987 Macon Rd ~ BLDG MPC Position Role Type: Onsite U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access certain necessary systems. Security Clearance Type: None/Not Required Security Clearance Status: Not Required 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. 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. Pratt & Whitney’s Columbus Engine Center (CEC) is looking for a Customer Operations Manager to provide leadership to a large Maintenance, Repair and Overhaul facility. For us at the CEC, we are focused on providing a world-class customer experience and delivering dependable engines safely, on time, and on quality. What we do matters, every day. From the child flying for the first time, to the men and women who save lives – our engines get them there. This position will report to the Operations Manager - GTF and through partnership with the CEC leadership team the individual will be responsible for the following: What You Will Do: Integrate Customer Service and Production Scheduling into a single team with the vision to provide customers with the best shop visit experience in the world Lead a team of Customer Facing professionals to deliver best in class service to internal and external customers. Responsible for ensuring all customer technical requirements are robustly understood, clearly instructed and then executed correctly Ensure the customer receives a first-class shop visit experience from pre-induction through to engine delivery Own customer satisfaction including defining improvement projects to constantly raise the standard our customers can expect Utilize data analytics to define the key cost standards which each engine shop visit will be measured and ensure TAT objectives are met Collaborate to improve cost performance throughout the value stream Build cross-functional engagement through the value chain to improve delivery of our commitments to our customers Manage engine pre-induction and change management process efficiency by driving standardization and ensuring alignment with Engineering and Operations Directs development of plans, guidelines, policies and processes, to ensure the achievement of customer satisfaction targets What You Will Learn: GTF Aftermarket operations – GTF engine disassembly/assembly/test performance drivers, and network-wide technical / tooling challenges and optimization opportunities that impact engine overhaul and output External (“customer” / partner / supplier) focus – direct interaction with leadership and teams across 3rd party/airline DATs P&W Matrix management – interaction with leadership and teams across