Customer Service Engineering Manager

Date Posted:

2026-11-10



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 information under this program/contract.



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.

Pratt & Whitney’s Columbus Engine Center (CEC) is looking for a Customer Service Engineering Manager to provide leadership to a large Maintenance, Repair and Overhaul facility. At CEC we are focused on providing 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 GTF Engineering Manager.

What You Will Do:

• Establish a strategic partnership with the Global Network Planning, Engine Services and Customer field Support to deliver on-time and accurate shop visit for a seamless customer experience.
• Develop and manage maintenance cost targets for each shop visit.
• Through leadership and effective communication, the successful candidate will drive cross-functional engagement through the entire value stream to ensure we are meeting our commitments to the customer. Seeks continuous improvement through the value chain and establishes objectives and guidelines for efficient and high quality services.
• The successful candidate will exhibit and foster behaviors that conform to the highest levels of business integrity

What You Will Do:

• Lead GTF Customer Service Engineering team at Columbus Engine Center.
• Optimize current processes to develop seamless integration of customer requirements, and coordination of customer communication.
• Ensure the customer receives first-class shop visit experience from pre-induction to engine delivery and coordinate on-site visits as necessary
• Lead Pre-Induction/Gate 0 KPI standardization and align internal and external stakeholders on shop visit requirements and customer expectations.
• Establish strategic partnerships with Global Network Planning, Engine Services and Customer Field Support to address CEC questions.
• Manage receipt of customer engine records and release of Initial SAP workscope.
• Drive adherence to Engine maintenance Program (EMP/CEMP) to perform maintenance and part disposition decision or swap.
• Responsible for implementation of customer Tech Data Policy for deviation approvals.
• Ensure customer technical requirements are accurately interpreted and communicated to drive effective execution.
• Collaborate with CEC cross functional team to improve engine TAT and shop visit cost throughout the value stream.
• Develop and monitor performance metrics for the customer service engineering team to identify improvement opportunities.
• Evaluate team proficiency and create training or robust standard work as needed.
• Coordinate with the cross functional team to address customer questions.
• Ensure tracking and review of customer feedback and questions with CEC leadership.

Qualifications You Must Have: 

• Bachelor’s degree in engineering or other STEM field of study and 10 years of prior Customer support or Engineering/Technical experience or Advanced Degree with 7 years of experience as listed above.
• Accountable and results-oriented individual
• Strong technical and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work effectively across cross-functional teams in a fast-paced environment.

Qualifications We Prefer:

• Prior experience leading high performing teams including coaching, development, performance planning and employee engagement efforts.
• Demonstrated ability to effectively and proactively communicate with and influence leadership, peers, and cross-functional teams.
• Experience in a customer-facing role.
• MRO experience or Prior FAR 145 shop experience.

Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 132,400 USD - 251,600 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.

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