Manager - Customer Service Representative

Date Posted:

Country:

India

Location:

North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka

Position Role Type:

Unspecified

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 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 dynamic Manager who will act as the focal point of contact for one or multiple major customer accounts. If you are customer oriented, like a dynamic work environment and have significant customer service experience, this opportunity is for you.

The candidate needs to be a driven individual that can employ their industry experience and bring the team together to deliver comprehensive solutions. Highly self-motivated and a fast learner with strong communication, cross-functional teamwork, and problem-solving skills

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

• Mange a team of junior customer service representatives
• Responsible to meet/maintain Key Performance Indicators (KPIs)
• Manage written and verbal communications with customers, including workshops and joint reviews
• Mentor & Coach: Providing ongoing coaching, mentorship & support to team members to help them to grow their skills
• Regular connects with stakeholders & understanding their needs & delivering the results.
• Participate in transformational projects to improve our daily operations, business intelligence and our customer's journey
• Take initiative, identify and drive opportunities to improve services to both internal and external customers.
• Drive excellence and rigor in execution and root cause and corrective action investigations using and following the quality tools, standards and requirements.
• Collaborate  with internal teams with the objective of representing and serving your customer
• Quality:  Establish and lead a learning organization and performance.
• 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

The tools you need to be successful

• Bachelor's degree in Business, Science, Engineering or equivalent with minimum 12 years of relevant work experience
• Team leadership experience, Lead by Trust & Respect
• Understanding aerospace industry, Supply chain and aftermarket business.
• First in class customer service delivery mindset
• Excellent project management, executive communication, data analytics & customer service skills.
• Proven Cross functional collaboration and track record of delivering tangible results.
• Customer focus
• SAP skills is an asset
• Microsoft Office Suite knowledge
• Customer portal is an asset
• Knowledge in PowerBI is an added advantage.

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:

• Bangalore

Travel:

• As per business requirement

Employment Type:

• Full-time

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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