Customer Manager

Pratt & Whitney Canada (P&WC) Customer Service Centre Europe represents one of the world’s leading aircraft engine manufacturers as the exclusive service centre for all P&WC engine operations located in Europe, Middle East and Africa (EMEA). The service centre is the single point of contact for after-sales support in the territory including repair and overhaul, engine sales, engine fleet management, customer support and logistic support functions.

The Customer Manager will be the focal point for the management of multiple ‘pay per hour’ Fleet Management Program™ (FMP) engine maintenance contracts for operators in the EMEA region flying P&WC powered aircraft. The role reports to the Director Commercial Programs (EMEA) and is part of a wider programs team based in the UK, Europe and Canada.

As part of the commercial programs team your mission will be to engage, empower, and inspire our cross functional teams to deliver a ‘best in class’ customer experience, to develop innovative solutions, and to drive value into products and services for all of our markets.

Function description:

• Manage key strategic customer accounts and FMP engine maintenance contracts, driving benchmark satisfaction levels.
• Primary liaison between customers and P&WC in support of customer’s maintenance activities.
• For each assigned customer establish service levels and manage suppliers (repair facilities) to customer expectations.
• Own, maintain and drive action items for assigned customers to achieve strategic objectives.

Accountable for managing contract financial performance.

Responsibilities:

• Manage the assigned maintenance programs to meet contract objectives and to align customer expectations with contract commitments.
• Ensure proper contract fulfilment in accordance with the customer specifications, company policies and the contract / legal requirements.
• Actively monitor contract status, manage key contract performance indicators and own customer dashboards.
• Build and maintain relationships at all levels with the customer to identify customer service needs, to tailor the service offering and enhance customer satisfaction.
• Work with customers to develop mutually agreed engine event forecasts, to optimize and then execute their engine removal plan with the assigned repair facilities and lease engine availability.
• Support internal customer service teams (Field Support Managers, CFirst Help Desk, MRT/Rental Command Centre) to coordinate aircraft-on-ground events, mobile repair team or lease engine requests to ensure a high level of responsiveness.
• Own, maintain and drive resolution to integrated Rolling Action Items Lists (RAIL) and briefing papers for assigned customers. Provide continuous and timely customer feedback.
• Support new contract proposals and the preparation of contract amendments, specifications, contract review material and reports as required to address the customer requirements.
• Work with customers to resolve any contractual disputes or deviations and to negotiate contract changes as may be required.
• Manage and control contract costs through workscope, cost estimate and invoice review.Work with the service centre facilities and the customer to identify and implement cost reductions and engine maintenance improvements.
• Perform regular customer site visits including on-site contract reviews with operators to identify improvements and beneficial contract changes.
• Provide commercial and technical input for new contract proposals and management reviews.

Qualifications and experience

The ideal candidate will have extensive customer account / contract management experience in aviation and preferably with experience relating to aircraft gas turbine engines. A strong commercial ability and experience in managing customer relationships and negotiations is essential. A technical background in engineering and/or aircraft maintenance would be highly useful, as would a postgraduate business qualification. The position requires someone with excellent communication and interpersonal skills who can establish a high level of trust and credibility with the customer’s senior management.

• Field of studies: Aerospace Engineering, Engineering, or Business Administration (but with good technical knowledge);
• Bachelor and/or Master Degree with 8 to 10 years’ experience is desirable (other technical qualifications will be considered);
• Experience in Aerospace;
• Demonstrated leadership in customer account management;
• Capable to communicate at an executive level;
• Proficient project management skill set;
• Strong commercial/business acumen;
• Languages: This position is part of an English-speaking work environment and requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues. French speaking ability is desirable;
• Computer Systems: CRM; Microsoft Office (advanced Excel skills); SharePoint; SAP;
• Travel throughout the UK and EMEA and occasionally to Canada will be required.

Pratt & Whitney 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, disability, protected veteran status or any other characteristic protected by law.