Senior Analyst - Customer Service Requests

Customer Documentation Analyst

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 Documentation Analyst is responsible for retrieving and assembling engine documentation requested by customers and coordinating with internal and external stakeholders to ensure timely and accurate delivery of records.

• Retrieve engine documentation and records from internal systems, archives, and repositories based on customer requests.
• Coordinate with Designated Overhaul Facilities (shops) to obtain missing or additional engine documentation when required.
• Collaborate with internal teams such as Technical Publications, Engineering, Service Network and Records Management to locate and validate documentation.
• Review retrieved documents to ensure completeness, accuracy, and alignment with customer request requirements.
• Assemble and organize engine document packages for transmittal to customers.
• Track progress of documentation requests and follow up with internal teams and shops to ensure timely completion.
• Maintain accurate updates in the Customer Request Tracker or internal tracking systems.
• Take ownership of missing documentation by investigating causes, coordinating with stakeholders, and escalating issues as needed to ensure resolution.
• Own and maintain process documentation and work instructions for the engine documentation retrieval activities, ensuring procedures are clearly documented and kept current.
• Work closely with the Customer Request Agents to ensure smooth coordination between customer communication and document fulfillment activities.

Expectations of the Role

• Success in this role will be measured through:
• Timely retrieval and assembly of engine documentation packages.
• Effective coordination with internal teams and overhaul facilities.
• Accurate documentation tracking and request management.
• Reduction in delays caused by missing or incomplete documentation.
• Contribution to improving documentation retrieval processes and service levels.

Qualifications You Must Have

• B.Sc in Aircraft Maintenance Engineering or B.Sc in Computer Science or B.B.A in Aviation Management or B.B.A in Business Analytics
• A University Degree or equivalent experience and a minimum 2-5 years prior relevant experience, or
• Experience working with technical documentation, records management, or operational documentation processes.
• Experience coordinating tasks across multiple teams or external partners.
• Experience working with enterprise systems, document repositories, or operational tracking tools.

Qualifications We Prefer

• Experience working with engine maintenance documentation or aerospace technical records.
• Experience coordinating with repair shops, overhaul facilities, or engineering teams.
• Experience working with Technical Publications or engineering documentation systems.
• Experience working in global service environments or support functions.
• Experience supporting customer documentation or aftermarket service operations

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.