Customer Service Representative and Order Owner, Spare Parts Services
HR Level: P3
Job title: Principal Specialist- Customer Service
Country: India
Location: Bangalore
Number of positions to fill: 1
Direct supervisor reporting to: Manager - ICC
Workday Job Code:
Who we are
At United Technologies Corporation India Private Limited (UTCIPL)/Pratt & Whitney, we believe that powered flight has transformed and will continue to transform the world. That’s why we work with an explorer’s heart and perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation and as a way of turning possibilities into realities for our customers. This is how we approach our work, and this is why we are inspired to go beyond.
What are our expectations?
Pratt & Whitney Canada supports over 13 000 operators with more than 40,000 active spare parts. In the Spare Parts organization, we manage the relationships with key worldwide customer accounts, while deploying processes and mechanisms to anticipate and respond to their specific needs.
We are looking for a Customer Service professional who will act as the focal point of contact for one or multiple major customer accounts. Additionally, this professional could work in conjunction with a shop provisioners to pre-order certain parts. If you are customer oriented, like a dynamic work environment and have significant customer service experience, this opportunity is for you.
You will be responsible for the communications as well as the long-term relationships with the customers that will be assigned to you. You will work directly with customers, with limited supervision and you will work with many internal teams so that you can offer a world class experience to this demanding customer base. This will require a strong ability to lead through influence, find solutions and build consensus among multiple stakeholders.
What your day to day will look like
- Manage written and verbal communications with customers, including workshops and joint reviews;
- Work with internal teams with the objective of representing and serving your customer;
- Propose short/medium/long-term solutions;
- Make recommendations and presentations to the management team to prevent adverse customer situations and provide pro-active updates;
- Maintain effective communications with key stakeholders, multidisciplinary and global team members;
- Maintain frequent contact with customers, which requires a high degree of tact and courtesy;
- Make updates to procedures to improve processes;
- Participate in transformational projects to improve our daily operations, business intelligence and our customers journey.
- Pre-order critical parts on behalf of PWC MRO shops, maintain the order per changing business requirements (pull in, push out, cancel).
- Monitor the orders on a pre-defined scheduled for changes in engine build schedule/needs and amend the orders accordingly.
- Schedule a re-occurring consensus meeting with all stakeholders to review and up keep the critical parts list.
The tools you need to be successful
- Bachelor’s degree in Business, Science, Engineering or equivalent with minimum 2-5 years of relevant work experience
- Customer focus
- SAP skills is an asset
- Microsoft Office Suite knowledge
- Customer portal is an asset
Other competencies required
- Problem-solving skills
- Comfortable working in ambiguity
- Curiosity and a sense of adventure
- Collaborative teamwork
- Strong Communication Skills
- Strong Analytical and understanding on data
- Flexibility and adaptability
- Proactive and autonomous
- High-level of work organization and priority management
- Business judgment
Work Location:
Travel:
Employment Type:
