Customer Experience Specialist (Onsite)

Date Posted:

2026-05-22

Country:

United States of America

Location:

US-MI-NORTON SHORES-4905 ~ 4905 Stariha Dr ~ STARIHA

Position Role Type:

Onsite

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

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. For a complete definition of “U.S. Person” go here. https://www.ecfr.gov/current/title-22/chapter-I/subchapter-M/part-120/subpart-C/section-120.62

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

At RTX, the world 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.

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 (P&WC) 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.

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.

Learn More & Apply Now!

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 86,800 USD - 165,200 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.

Privacy Policy and Terms:

Click on this link to read the Policy and Terms