Principal Specialist - Customer Service

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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 Data Steward ensures the accuracy, integrity, and governance of operational and product master data by applying defined business rules, monitoring data quality controls, and investigating discrepancies before and after ingestion.

Responsibilities include:

• Enter and update data from internal and external sources using an SAP custom transaction following the established business and validation rules.
• Maintain and update Master Data tables (e.g., Engine Model, Engine Family, Engine Disposition, Workscope, Part Condition).
• Perform L1 investigation of data turnbacks raised by data consumers and coordinate resolution with the appropriate teams.
• Monitor data quality trends related to completeness, accuracy, and timeliness.
• Document and track data turnbacks and data entry exceptions to identify recurring issues.
• Lead or participate in Quality Clinics to review data quality issues and define preventive actions.
• Develop and improve preventive controls such as business rules, automated validations, dashboards, and monitoring tools.
• Collaborate with data providers, analysts, and system owners to resolve data issues and ensure consistency across systems.
• Improve data ingestion, validation, and stewardship processes.
• Provide guidance and support to other data stewards on complex cases and best practices.

Expectations of the Role:

• Success in this role will be measured through:
• Accurate and timely data ingestion aligned with defined SLAs.
• High compliance with data quality KPIs (completeness, accuracy, timeliness).
• Effective identification of data issues before ingestion.
• Resolution of Level 1 data discrepancies with minimal escalation.
• Contribution to preventive controls that reduce recurring data issues.

Qualifications You Must Have:

• Provide guidance and support to other data stewards on complex cases and best practices.
• A University Degree or equivalent experience and minimum 5-8 years prior relevant experience, or
• An Advanced Degree in a related field and minimum 3 years of experience.
• Experience performing complex data investigations and root cause analysis across systems or processes.
• Experience defining or improving data governance controls, business rules, validations, or monitoring dashboards.
• Experience facilitating data quality reviews, governance forums, or Quality Clinics and guiding junior data stewards on investigation and data validation practices.

Qualifications We Prefer:

• Experience working with SAP data transactions or enterprise data management systems
• Experience working with data quality dashboards (Power BI, Tableau, or equivalent)
• Experience working with data governance frameworks or data stewardship programs
• Experience supporting data contracts or provider data delivery agreements
• Experience working with cross-functional operational or engineering data

Shifts/Work Hours:

Shift Timings: Rotational shift (7AM to 4PM IST, 12.30PM to 9.30PM IST and 4.30PM to 1.30AM 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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