Customer Experience Specialist (Onsite)

What You Will Do
As a Customer Experience Specialist within the Parts Distribution Center (PDC), you will play a critical role in supporting global aerospace customers by driving operational excellence, customer satisfaction, and continuous improvement initiatives. This role serves as a key liaison across frontline operations and cross‑functional teams to ensure exceptional support for Aircraft on Ground (AOG) events, Entry into Service (EIS) engine programs, and strategic customer experience initiatives.

You will contribute to enhancing operational performance through data‑driven insights, process innovation, and proactive stakeholder engagement in a fast‑paced aerospace distribution environment.

Key Responsibilities

Lead and support global Aircraft on Ground (AOG) and Entry Into Service (EIS) operational performance initiatives.

Serve as a primary liaison between frontline teams and cross‑functional stakeholders to ensure alignment, communication, and operational effectiveness.

Coordinate training initiatives, process improvements, and escalation management to support overall customer experience and operational health.

Analyze operational and customer performance data, prepare reports and presentations, and provide actionable insights to leadership.

Develop and maintain standard work documentation and performance tracking for initiatives within scope of responsibility.

Drive engagement and alignment with Pratt & Whitney Canada metrics, reporting requirements, and data governance initiatives.

Support senior leadership through presentations, reporting, and strategic project execution.

Act as an escalation point for customer and operational issues, ensuring timely and professional resolution.

Champion continuous improvement initiatives focused on automation, process optimization, and enhanced customer experience outcomes.

Mentor and provide guidance to team members while fostering a collaborative, customer‑focused culture.

Perform additional duties and special projects as assigned.

Qualifications You Must Have

Advanced degree with a minimum of 3 years of experience in business‑to‑business sales, customer service, supply chain, or operations support; or a Bachelor’s degree and a minimum of 5 years of relevant experience; or an Associate’s degree and a minimum of 7 years of relevant experience; or a High School Diploma/GED and a minimum of 9 years of relevant experience.

Qualifications We Prefer

Prior experience in aviation customer service, logistics, distribution, or supply chain operations preferred.

Experience working with SAP and Power BI, Microsoft Office Suite, including Excel, PowerPoint, Word, and Teams.

Demonstrated experience using data analytics to improve operational or customer performance metrics.

Continuous improvement or Lean/CORE experience preferred.

Employment Eligibility
This job requires a U.S. Person. A U.S. Person is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3). U.S. citizens, U.S. nationals, U.S. permanent residents, or individuals granted refugee or asylee status in the U.S. are considered U.S. persons.

Compensation & Benefits
The salary range for this role is $86,800 - $165,200 USD. Hired applicants may be eligible for benefits, including 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 on the business unit and 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 collective‑ bargaining agreement. Payments under these annual programs are not guaranteed and are dependent on individual performance, business unit performance, and company performance.

Equal Opportunity & Disability Accommodation
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.

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