Manager, MRO Customer Service (Team Lead)

Location: SG-01-SINGAPORE-010 ~ 10 Loyang Cres ~ 10 LOYANG CRES-010, Phase 1

 Position Role Type: Hybrid 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. Primary Function : Develop pricing strategy and commercial solutions for ad-hoc and long term sales campaign Drive Gross Margin growth and accuracy for all shop events Manage costs throughout Engine Repair Process up to final invoice ensuring profit margin retention. Manage MRO Customer Service event flow coordinators, manager and ICC Cost Analysts team Work closely with relevant stakeholders (shop, Finance, Program & ICC) to ensure all activities revolving cost estimate, invoice, warranty claim, warranty campaign are carried out accurately Duties : Represent the shop and work closely with Regional Sales Manager (RSM) for request on sales handoff process, sales quote and long-term proposal, provide customized commercial solution. Create standard work and develop tool/system on contract proposal offered by shop. Support Finance process to quantify risk for more accurate margin predictability and financial forecast. Oversee costing process at Quotation, Fixed Pricing and Best & Final Offer (BAFO). Lead Project Cost Analysts team (based at ICC) responsible for tasks such as CE and Invoice generation, Warranty Claims and Sales Order generation. Manage in-house and remote engine events for customers within the Asia Pacific region, all P&WC engine models Ensure customer requirements and expectations are effectively communicated to the facility’s representative in preparation for engine (or engine module) induction Lead the Event Management team and work closely with VSM to support the improvement in Gate 0, customer spec, engine flow, inter-department communication. Lead the Event Management team to enhance MRO CS process (CRM, Gate 0, induction, Standard work, MFA, credit/commercial issues) Lead and ensure KPIs for the MRO CS Team are being met (SNI, RNI, MFA, CH and so on) Attend various production meetings as MROCS delegate to provide updates on customer status, prioritize customer’s request and AOG emphasis Other duties or projects assigned by MRO Customer Service management. EHS responsibilities Work in accordance with accepted safe and environmental practices; Report unsafe conditions and practices; Make safety suggestion; Investigate accident, incident or near misses, and follow-up on corrective actions; Conduct workplace EHS inspection; A member of the Safety/EHS committee. Job Entry Requirement : a. Experience : Preferably minimum 8 to 10 years of Aviation experience b. Education and Training . Bachelor degree in Engineering or a Marketing (sales and services) discipline Completed or on-going MBA/ Master in Finance an asset Good knowledge and application in statistical and data analytics tools Programming know how in VBA, Python, or equivalent preferred Self-motivated, positive, resourceful and results-oriented Meticulous and detail oriented Good communication and negotiation skills, both written and spoken Possess skills, to assess customer requirement opportunities effectively, forge long-term business relationships with the company’s key customers and have highly developed written and verbal communication abilities Team player with strong leadership skills RTX