Sales & Customer Service Segment Manager (Onsite)

Job description

Date Posted: 2026-08-13 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 We have an exciting and rare opportunity to join our Component Solutions team in Muskegon, Michigan as the Sales & Customer Service Segment Manager. In this role, you will play a pivotal role in driving commercial growth while ensuring exceptional customer satisfaction across a highly technical and performance-driven market. Supporting leading platforms and OEMs across the global aerospace industry, you will serve as the strategic link between our engineering, operations, sales, and customer experience teams. We are seeking a results-driven professional who thrives in a fast-paced aerospace environment, understands the complexities of supply chain and regulatory compliance, and is passionate about building lasting customer relationships while delivering measurable business outcomes. Key Responsibilities: • Drive revenue growth and margin expansion by setting sales targets, optimizing pricing strategies, and managing profitable deals across on-wing and off-wing support programs, with measurable goals for revenue, margin, and account growth. • Own customer experience KPIs (on-time delivery, turnaround times, quality escapes, and customer feedback), translating feedback into actionable improvements that enhance satisfaction and loyalty. • Lead, develop, and coach a high-performing team of customer service managers, account managers, and customer support specialists, fostering commercial, ethical, and people-focused leadership to build future leaders. • Collaborate cross-functionally with Operations, Supply Chain, and Quality to ensure seamless execution of in-service and off-site support programs, proactively removing bottlenecks and maintaining regulatory compliance. • Develop and execute strategic account plans, parts availability, risk mitigation, and customer retention strategies, ensuring all activities adhere to aerospace regulations and ethical standards. • Enhance forecasting, pipeline management, and performance metrics for both field (on-wing) and depot (off-wing) support programs, enabling data-driven decision-making and efficient resource allocation. • Drive operational excellence and execution performance, implementing corrective actions, continuous improvement initiatives, and standardized processes to deliver on customer commitments reliably. • Lead margin and profitability initiatives, analyzing cost drivers, optimizing pricing, and partnering with finance and operations to improve business results while maintaining ethical business practices. • Standardize customer engagement and commercial processes leveraging CORE tools, regulatory compliance, export control awareness, and ethical standards to ensure scalable, consistent, and legally compliant operations. • Serve as the voice of the customer in executive planning, balancing satisfaction with business objectives, influencing strategy, and driving sustainable growth across all support activities. What You Will Learn / Professional Growth • Master commercial leadership in a regulated aerospace environment, driving revenue, margin, and key account strategies across complex on-wing and off-wing programs. • Develop cross-functional operational expertise by collaborating with multiple departments to optimize execution, efficiency, and compliance. • Enhance personnel development skills by coaching, mentoring, and building a high-performing team aligned with ethical standards and leadership principles. • Gain expertise in regulatory compliance and ethical decision-making, including export controls and aerospace quality regulations, in a customer support environment. • Refine data-driven strategic thinking through KPI management, forecasting, and performance measurement across multiple customer and operational channels. Qualifications You Must Have • Bachelor’s Degree with a minimum of 10 years of sales, customer service, commercial and people leadership, or other technical experience in an aftermarket spare parts business or related aerospace environment; OR an Advanced Degree with a minimum of 7 years of prior relevant experience. Qualifications We Prefer: • Previous people leadership and sales/customer service experience in an aftermarket aviation spare parts business • Proven experience leading teams, managing strategic accounts, and delivering measurable results in revenue, margin, and customer satisfaction. • Demonstrated understanding of regulatory compliance, export controls, and ethical business practices in a highly regulated aerospace environment. This role is: • Onsite: Emplo