Senior Customer Service Analyst - Commercial Documentation

Senior Analyst - Customer Center Agent (Commercial)

Date Posted:

2026-05-19

Country:

India

Location:

IN-KA-BENGALURU-NORTHGATE ~ Sy No 2/2 Venkatala Village ~ SY NO 2/2 VENKATALA VILLAGE, Yelahanka Hobli

Position Role Type:

Hybrid

Who We Are:

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:

The Customer Request Agent is responsible for managing customer requests related to engine documentation ensuring timely, accurate communication and fulfillment of those requests. This role serves as a key operational interface between customers and internal teams responsible for document retrieval and delivery.

Responsibilities include:

• Manage customer requests received through email, CRM, or other communication channels, ensuring timely acknowledgment and follow-up.
• Serve as the primary point of contact for customers requesting engine documentation, providing clear and professional communication throughout the request lifecycle.
• Review and validate customer requests for engine document packages or records.
• Coordinate with internal teams responsible for retrieving engine documentation and historical engine records.
• Manage the transmittal of engine documents in electronic format to customers.
• Coordinate the dispatch of hard copy engine documentation packages when required.
• Confirm payment status or invoicing requirements for applicable customers prior to document release.
• Maintain and update the Customer Request Tracker, ensuring accurate monitoring of request status and completion.
• Perform Global Trade Controls related activities, ensuring proper validation and compliance checks before releasing engine documentation to customers.
• Troubleshoot customer inquiries and escalate complex issues when required.
• Participate in Customer Experience Center data gathering and service monitoring activities, identifying opportunities to improve response times and service levels.
  

Expectations of the Role:

• Success in this role will be measured through:
• Timely response and resolution of customer documentation requests.
• Accurate coordination of document retrieval, payment confirmation, and delivery.
• High levels of customer satisfaction and professional communication.
• Proper maintenance of customer request tracking and CRM records.
• Contribution to improvements in service levels and operational efficiency.
  

Qualifications You Must Have:

• Bachelor’s degree in business administration, Operations, Customer Service, or a related field.
• A University Degree or equivalent experience and minimum 2-5 years prior relevant experience, or
• Experience managing customer service requests, operational support, or service coordination activities.
• Experience communicating professionally with external customers or stakeholders.
• Experience working with CRM systems, ticketing systems, or request tracking tools.
• Experience coordinating tasks across multiple internal teams to resolve customer requests.
  

Qualifications We Prefer:

• Experience supporting a Customer Experience Center or customer service operation.
• Experience working with technical documentation or engineering records.
• Experience working with enterprise systems or CRM platforms.
• Experience working in global or multi-time zone service environments.
• Experience managing operational request trackers or service dashboards.

Shifts/Work Hours:

Shift Timings: Rotational shift (7AM to 4PM IST and 12.30PM to 9.30PM IST)
This role requires flexibility to accommodate stakeholder interactions and support business needs.

Onsite: Hybrid

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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Experience Level

Senior Level