Customer Service Officer - West Coast

Job Title: Customer Service Officer – Western USA

Working Location: Remote

This Customer Service Officer is responsible for interfacing with our Authorized Service Centers (ASCs) primarily in the Midwest and Western USA, and with Rolls-Royce customers who have maintenance performed there to ensure our customers receive excellent service. The Customer Service Officer provides guidance and training as it relates to customer support and the ASC agreements through on-site and remote support of technical, logistical and commercial topics. Additionally, the position interacts directly with customers to answer questions and resolve general issues. Travel to customer sites is required as needed to support key operational and technical events, enhancing the customer experience. Up to 50% travel is expected to client sites in the Midwest and Western states, with 10% travel outside of the region.

Why Rolls-Royce?

Rolls-Royce is one of the most enduring and iconic brands in the world and has been at the forefront of innovation for over a century. We design, build and service systems that provide critical power to customers where safety and reliability are paramount.

We are proud to be a force for progress, powering, protecting and connecting people everywhere.

At Rolls-Royce, we are committed to creating a workplace where all employees feel respected, supported, and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you, giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

What you will be doing:

• Resolve operational customer issues with the ASC and providing day to day Operational Service Desk (OSD) / campaign and On-Wing Maintenance support covering technical & logistic aspects for ASC-based activity
• Ensure clear communication between Rolls-Royce teams, ASC and end customer and ensuring complete and accurate engine / component information & data transfer
• Review and approve standard work orders such as standard line maintenance activities according to RR warranty and CC (Corporate Care) service level agreements with customers
• Assist users of the ASC Application and provide training as appropriate
• Conduct regular review of Service Center Capabilities (IPs, tooling availability)

Who we’re looking for:

At Rolls-Royce we put safety first, do the right thing, keep it simple and make a difference. These principles form the behaviours that guide us and are an essential component of our assessment process. They are the fundamental qualities that we seek for all roles.

Basic Requirements:

• Associate degree with 3+ years of technical and/or services background with customer facing experience within aviation, OR

• Bachelor’s degree with 1+ years of technical and/or services background with customer facing experience within aviation, OR
• Master’s degree, OR
• PhD, OR
• 5+ years of technical and/or services background with customer facing experience within aviation in lieu of a degree
• In order to be eligible for consideration, you must be a U.S. Citizen or U.S. Permanent Resident

Preferred Requirements:

• Experience of working with gas turbines, their operation and functionality and familiarity with general aviation maintenance practices and regulations

• Knowledge of the aviation industry and a good understanding of Rolls-Royce products and service contracts
• Significant external corporate aircraft, airframer, vendor or customer experience

• High degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver
• Ability to work across functional boundaries

What we offer:

We offer excellent development opportunities, a competitive salary, and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. Hybrid working is a way in which our people can balance their time between the office, home, or another remote location.  It’s a locally managed and flexed informal discretionary arrangement.  As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week.

For fully remote roles, employees can live in any state except Idaho, Nebraska, Nevada, Vermont, and Wyoming.

Relocation assistance will be provided if applicable.

Closing date: September 5, 2025

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Field Services $64,061 - $96,091-Annually Working from home US

Benefits

Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, employment type, and the applicability of collective bargaining agreements.