Customer Service Manager (Onsite)

RTX
Mexico
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Root cause analysis","Problem-solving","Customer communication"]

Lead and coach the finished goods customer support team to achieve response and service metrics. Own root-cause analysis and corrective action for customer and operational issues, and ensure order fulfillment execution during contract operations. Manage scheduling, order entry and training in SAP (including Sales & Distribution), monitor performance, handle escalations, and communicate updates to customers and senior leadership. Occasional travel to the U.S. may be required, and advanced English proficiency is required.

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FursaFursa
RTX
RTX
1 day ago

Customer Service Manager (Onsite)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead and coach the finished goods customer support team to achieve response and service metrics. Own root-cause analysis and corrective action for customer and operational issues, and ensure order fulfillment execution during contract operations. Manage scheduling, order entry and training in SAP (including Sales & Distribution), monitor performance, handle escalations, and communicate updates to customers and senior leadership. Occasional travel to the U.S. may be required, and advanced English proficiency is required.
Location: Mexico
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and coach the finished goods customer support team, ensuring response metrics and overall customer/team success.
  • •Schedule team coverage for assigned areas and ensure quality items are complete and documented to meet standards.
  • •Ensure order fulfillment execution by evaluating procedures for compliance and efficiency, and driving root-cause analysis and corrective actions.
  • •Oversee the order entry process by ensuring sales orders are accurately created in SAP and managing documentation and training for continuous improvement.
  • •Handle escalated customer concerns professionally and communicate clear presentations, reports, and updates to stakeholders, including senior leadership and customers.
Travel: Low travel

Key Requirements

  • •University degree and minimum 8 years of relevant experience.
  • •5+ years of experience in a leadership or management role managing and developing a team of direct reports.
  • •Hands-on experience with ERP systems, specifically expertise in the SAP Sales and Distribution (SD) module.
  • •Demonstrated success resolving high-impact customer escalations and improving customer satisfaction metrics (e.g., NPS, CSAT).
  • •Fluency in English, including verbal and written communication for international clients and stakeholders.
Experience:8+ years
Education:Bachelor's
Skills:LeadershipCoachingRoot cause analysisProblem-solvingCustomer communication
Certifications:PMPPRINCE2Prosci
Languages:English
Tech Stack:SAPERPSAP Sales and Distribution (SD)CRM

Company Brief

RTX
Designs, manufactures, and services aerospace and defense systems, including aircraft engines, avionics, aerostructures, missiles, and cybersecurity solutions for commercial, military, and government customers worldwide.
Industry: Aerospace Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Arlington, United States
Founded: 2020
Website