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Raytheon Technologies Manager, Global Operations Center in East Hartford, Connecticut

Date Posted:

2021-04-23-07:00

Country:

United States of America

Location:

PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So - calling all curious.

Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

Where the difference you make is on display every day. Just look up.

Are you ready to go beyond?

The Global Operations Center (GOC) is a live-person 24 hours per day, 7 days per week, 365 days per year call center for customers operating or using P&W products and services.

The GOC consists of five teams that work rotating shifts, along with providing back-up coverage to the other teams as required.

As member of a three-person team, you will provide technical advice and assistance to operators and users of all P&W commercial, IAE V2500, and EA engines.

You must be a team player that is able/willing to work (12) hour shifts that rotate between day, night, weekend, and holidays.

Annual shift coverage requirements are provided at the beginning of each year. This position is tenable at P&W’s East Hartford campus, with no option to work remotely.

Key Responsibilities:

  • Document customer requests to ensure complete and accurate capture of information in Case

  • Politely answer inbound requests and respond to customer inquiries in a timely manner

  • Review and become proficient in all GOC work instructions

  • Identify and recommend improvement opportunities in Case workflow process

  • Identify and record "turnbacks"

  • Investigate, provide troubleshooting recommendations, and engage in-house support teams to respond to customers’ requests effectively and efficiently

  • Assist in determining causes of malfunctions

  • Interpreting technical publications & documents

  • Make recommendations and work closely with Customer Technical Support Engineering with regards to in-service programs outside the experience band of published technical data

  • Answer field technical communication wires on a wide range of technical questions while supporting Customer and Field Support personnel as an after-hours P&W communication center.

  • Identify operational and Case workflow opportunities and recommend/implement improvements

  • Mentor GOC specialist and provide oversight and guidance to enhance individual and overall team performance

Basic Qualifications:

  • Bachelor’s Degree in a technical field or equivalent experience/qualification required

  • 7+ years of broad technical knowledge of P&W engines experience required

  • US Person is required due to government contracts (citizen or permanent resident)

  • You must be a team player that is able/willing to work (12) hour shifts that rotate between day, night, weekend, and holidays.

Preferred Qualifications:

  • Strong understanding of Airline Operations and critical time sensitive customer requirements

  • Customer support experience

  • Experience working in cross functional team environment

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Privacy Policy and Terms:

Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms

Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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