Manager, MRO Customer Service (Team Lead)

About the role

Pratt & Whitney, part of RTX, the world's largest aerospace and defence company, is hiring a Manager, MRO Customer Service (Team Lead) in Singapore. This hybrid role leads the MRO Customer Service team and drives pricing strategy, gross margin growth and cost control across engine repair events, working with shop, finance, program and ICC stakeholders.

Key responsibilities

• Develop pricing strategy and commercial solutions for ad-hoc and long-term sales campaigns, and drive gross margin growth and accuracy for all shop events.
• Manage costs through the engine repair process up to the final invoice to retain profit margins.
• Manage the MRO Customer Service team of event flow coordinators, managers and ICC Cost Analysts, and lead the Project Cost Analysts team (CE and invoice generation, warranty claims, sales order generation).
• Oversee costing at quotation, fixed pricing and best and final offer (BAFO), and support Finance in quantifying risk for margin predictability.
• Manage in-house and remote engine events for customers in the Asia Pacific region, communicate customer requirements to the facility representative before engine induction, and lead the Event Management team to improve CRM, Gate 0, induction, standard work, MFA and credit/commercial issues.
• Ensure MRO CS team KPIs (SNI, RNI, MFA, CH) are met, attend production meetings as MROCS delegate, and carry out other duties assigned by management.
• EHS duties: follow safe and environmental practices, report unsafe conditions, suggest improvements, investigate accidents and incidents, conduct workplace inspections, and serve on the Safety/EHS committee.

Required profile

• Preferably 8 to 10 years of aviation experience.
• Bachelor's degree in engineering or marketing (sales and services); completed or ongoing MBA or Master in Finance is an asset.
• Self-motivated, resourceful, results-oriented, meticulous and detail-oriented, with strong written and spoken communication and negotiation skills.
• Strong leadership skills and ability to build long-term relationships with key customers.

Required skills

• Good knowledge of statistical and data analytics tools.
• Programming in VBA, Python or equivalent preferred.