Senior Analyst - Service Contract and Warranty Customer Service

Senior Analyst -Service Contract & Warranty-CSR

Date Posted:

2026-06-04

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's 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 Our Expectations Are:  

In Warranty and Claims management , we believe that everything starts with our people. Bringing one single point of contact for our customers regarding P&WC Claims while creating employee proficiency through a series of minimal viable products allowing speed and ease to do business for our employees and our customers.

What You Will Do:

• Responsible for reviewing and approving Engine event claims to ensure proper coverage while representing many different organizations.
• Prioritize, track and push claims, concessions etc. through all stages of approval process, expediting as necessary.
• Customer (internal and external) point of contact for technical, logistical and commercial issues for warrantable engine events.
• Understand P&WC commercial aspects concerning customer prior decision making i.e. customer financial situation (credit, sales, outstanding invoices) PpH contract, engine commercial programs, technical issues and customer agreements.
• Support Customer Managers and Finance with annual escalation updates.
• Use CRM (Customer Relationship Management) or relevant IT tool to track opportunities, document: events, exchange between internal and external stakeholders, actions, track common technical issues per engine model and raise investigation ticket to the respective engine program(s) and document customer experience moods.
• Acts as liaison between appropriate groups: Spare Parts, rental engines, MRT, Programs, DAA, PpH back office, warranty, publications, service investigation, executive team, etc.
• Provides disposition of planned/unplanned events in order to issue proper disposition on engine and part claims.
• Build and maintain strong relationships with Service Centers/FBOs, etc.
• Ensures customer centric KPIs are met.
• Define innovative solutions (process and systems) to loosely defined business problems.
• Recommend and implement solutions based on analysis of issues and implications for the business.
• Promote reporting automation, self-serve analytics consumption and analytics-driven decision-making.
• Lead the on-going business optimization and improved customer experience initiatives.
• Leads various projects including continuous improvements to enhance customer experience.
• Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements.
• Comply with Global Trade requirements (export controls).

Qualification and Skills:

• A University Degree or equivalent experience and minimum 2-5 years of prior relevant experience, or an Advanced Degree in a related field.
• Related field are Business Administration, Aerospace, Engineering or the like.
• Strong English written, verbal communication & presentation skills
• Able to work under uncertain environments
• Passion for managing people along with process and product improvements
• High degree of autonomy
• Strong leadership and communication skills with the ability to lead, persuade and empower to effect business transformations
• Good understanding of customer service ecosystem (Customer services, aftermarket, MRO, warranty, contracts, etc.)
• Self-starter who is resilient, resourceful, and comfortable with ambiguity
• Lead by example, team player
• Demonstrates a high level of curiosity to identify and create new business opportunities in untapped areas
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint)
• Experience working in SAP SD, SQL, CRM is an asset
• Familiarity with aerospace products and services or aviation data is an asset

This position requires to support during Eastern Time Zone hours (7:00 AM to 4:00 PM EST or 4:30 PM to 1:30 AM IST)
Work Location: Bangalore 

Travel: No travel requirement 

Employment Type: Full-time

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