Sr Supervisor, Service Contract & Warranty

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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 Commercial Support, we believe that everything starts with our people. We foster a learning organization by providing opportunities for development, growth, and empowerment. We establish our products and services as the customer preferred choice by delivering world-class product & service dependability and benchmark customer service. We drive change and quality through our employee's imagination, dedication, and skills of their craft. We augment this by using technology, striving for proactivity, synergy, and always acting with integrity and respect. The P&WC Commercial Support organization supports a multidisciplinary eco-system. 

Functional Description:

Senior Supervisor is responsible for leading Warranty Admin team of Pratt & Whitney Canada's Warranty Business & Claims Management Centre of Excellence in India, providing strategic and operational leadership to deliver customer-centric, globally aligned warranty and claims support. The role drives operational excellence through process standardization, digital transformation, continuous improvement, and data-driven decision-making while ensuring effective governance across the Warranty Admin ecosystem. As a key partner to global stakeholders, the Senior Supervisor will build and develop a high-performing team, foster collaboration and innovation, and enable the Warranty & Claims Mgmt India team to become a trusted Centre of Excellence that enhances customer experience, supports evolving business needs, and delivers sustainable business value.

What You Will Do:

1. Leadership & Ownership of the Warranty Admin Team

Establish a high-performing team that delivers scalable, standardized, and customer-focused warranty administration support across global markets.
Manage a team with job descriptions and promote innovation by encouraging new ideas, challenging existing practices, and implementing sustainable improvements.
Foster of accountability, trust, innovation, safety, and operational excellence while building team resilience to evolving business priorities, technologies, and customer needs
Build, lead, and develop high-performing teams through effective hiring, coaching, mentoring, performance & resource management, recognition, and employee engagement.
Strengthen organizational capability through knowledge-sharing, best-practice adoption, continuous learning, career development, and structured succession planning.
 

2. Customer Centricity & Business Outcomes

Drive exceptional customer experiences through customer-centric objectives, processes, and decisions that deliver timely, accurate warranty resolutions and strengthen satisfaction and loyalty
Balance customer expectations with commercial, contractual, and business objectives to achieve sustainable outcomes.
Continuously identify opportunities to simplify customer interactions and improve end-to-end service delivery.
 

3. Operational Excellence & Governance

Establish robust governance and standardized processes to ensure consistent execution, policy adherence, compliance, and achievement of global service-level commitments; monitor performance through defined KPIs.
Lead the review and resolution of operational escapes and process gaps, ensuring effective root cause analysis, corrective actions, and continuous process improvement.
Ensure compliance with global trade and company policies, contractual and regulatory requirements, and internal controls while identifying, assessing, and mitigating operational and business risks.
 

4. Digital Transformation & Improvement 

Drive ongoing digital transformation projects by partnering with digital and business teams. Support the successful implementation of transformation initiatives through effective planning, communication, and change management.
Identify automation opportunities to eliminate manual effort, reduce cycle times, and improve operational effectiveness.
Leverage operational metrics, analytics, dashboards, and business insights to drive informed decisions, monitor performance, and identify improvement opportunities.
Lead Lean, process optimization, root cause analysis, and corrective actions to eliminate inefficiencies, reduce cycle times, improve quality, and strengthen customer outcomes.
 

5. Cross-Functional & Global Stakeholder Management

Build strong partnerships with global teams across Finance, Programs, Customer Service, Maintenance, Repair and Overhaul (MRO)and Digital organizations.
Represent Warranty Admin team to influence stakeholders to achieve alignment on priorities, transformation initiatives, ensuring effective communication, transparency, and operational improvements.
 

Required Skills:

Leadership & People Management: Strong leadership skills with the ability to build, coach, inspire, and develop high-performing teams while fostering collaboration, accountability, and continuous learning.

Customer Focus: Customer-centric mindset with the ability to balance customer expectations, commercial objectives, and operational excellence to deliver exceptional service experiences.

Operational Excellence: Strong understanding of operational governance, process standardization, risk management, and service delivery excellence, with the ability to drive scalable and efficient business operations.
 

Analytical & Data-Driven Decision Making: Strong analytical and problem-solving capabilities with the ability to interpret data, leverage business insights, and drive continuous improvement through informed decision-making.
 Stakeholder Management & Collaboration: Demonstrated ability to influence, collaborate, and build trusted relationships with cross-functional and global stakeholders in a complex matrix organization.
 

Communication: Excellent communication, presentation, and interpersonal skills with the ability to effectively engage, influence, and communicate with stakeholders at all organizational levels.

Personal Effectiveness: High level of ownership, integrity, adaptability, resilience, and results orientation with the ability to perform effectively in a fast-paced and evolving environment.
 

Qualifications You Must Have:

• A University Degree or equivalent experience and minimum 8 years prior relevant experience, or an Advanced Degree in a related field and minimum 7 years experience. Related field are Business Administration, Aerospace, Engineering or the like.
• 8+ years of progressive experience in customer support, warranty, claims management, commercial operations, aftermarket services, or a related business function, with at least 3–5 years in a people leadership role.
• Demonstrated experience leading high-performing teams in a global or matrixed organization.
• Experience driving operational excellence, business transformation, and process improvement initiatives.
• Proven track record of leading cross-functional projects and influencing stakeholders across multiple business functions and geographies.
• Good understanding of customer service ecosystem (Customer services, aftermarket, MRO, warranty, contracts, etc.)
• Experience working with digital business systems (ERP, SAP, CRM, workflow or case management platforms) and supporting technology-enabled business transformation.
• Exposure to the aerospace, aviation, manufacturing, industrial, or other highly regulated industries is preferred.

Work Location: Bangalore

Travel: No travel requirement

Employment Type: Full-time

Note: This position requires flexibility to support outside typical office hours (7:00 AM to 4:00 PM EST or 4:30 PM to 1:30 AM IST)

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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