10 months ago
Keyword: Representant, Technical Consulting
Request Number: SCR
Number of positions to fill: 1
Location: Longueuil (Quebec)
Organisational Unit: 9722-Customer Event Management
Division: Customer Service
Sector: Service Center
Posting Start Date: 2018-05-24
Organization Profile: Pratt & Whitney Canada is one of the world’s leaders in the design, manufacture and service of aircraft engines powering commercial and regional airplanes, as well as general aviation aircraft and helicopters. Our strong reputation for highly skilled personnel (10,000 employees across the globe), our reliable engines and our exceptional aftermarket support service network attract customers from all over the world (over 190 countries).
General responsibilities of the position: Area of Expertise:
Installation, operation, maintenance, repair and modification of equipment, controls or ancillary products. Guidance and training provided to customer personnel in establishing operation, maintenance, and inspection procedures and techniques. Analysis of equipment failures to determine cause and recommend corrective action.
Level of Responsibility:
· Responsible for several components of a project or a complex component of a larger project;
· Contributes to their team or department by applying their knowledge of one or more functional areas;
· Fully developed professional able to work without direct guidance or direction from others;
· Has in depth knowledge of the discipline and role.
Specific responsibilities of position: •Work on CFirst shift schedule as a CFirst Event Manager;
•Covering Technical Specialist shift rotation (back-up support);
•Provides technical, logistical and commercial support for service related problems encountered in operation of P&WC engines;
•Accurately assesses the customer's needs and requirements;
•Drive RTS strategy to meet established KPIs and service level;
•Works closely with other P&WC and external organizations to ensure customer requests are resolved quickly, seek for alternative solutions;
•Maintains a high standard of etiquette and protocol with the customer during any form of contact;
•Maintain constant communications with the customer from case creation until complete resolution;
•Effectively document and manage events with CRM (Customer Relationship Management) system for all customer interactions, including commitments, from initiation to closure;
•Acts as liaison between CFirst and the appropriate internal groups: Spare Parts, rental engines, MRT, Programs, DAA, PPH, warranty, publications, service investigation, executive team, etc.;
•Acts as liaison between CFirst and the appropriate external groups: OEM/DOF/FBO, 3rd party MRT/Rental;
•The Event manager has the responsibility to ensure optimal RTS strategy is deployed;
•Responsible to generate and issue the AOG report on each business day;
•Responsible to conduct and lead the AOG meeting on each business day;
•Responsible to manage the administrative elements associated to the AOG report/meeting;
•Responsible to lead and coordinate CRM case progress for all Cases Priority level 1, 2 and 3;
•Responsible to lead and coordinate CRM case progress for all Cases under his ownership.
Qualifications required: · Bachelor degree with 4 to 7 years experience.
Field of studies: Administration/Commerce, Aeronautics, Aeronautical Maintenance
Additional Information: Diversity and Equal Opportunity Employment
P&WC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any legally-protected factors