Customer Engineer, Service Engineering
Pratt & Whitney Canada
Canada, Canada
18d ago
source : Aviation Job Search

Keyword : Customer Engineer, Service Engineering Request Number : SCR-010147-002 Number of positions to fill : 1 Location : Longueuil (Quebec) Organisational Unit : 9949-

Regional Turboprops Division : Customer Service Sector : Service Center Level required : Salaried L4I Posting Start Date : 2018-

11-29 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 : Act as the focal point and represent the Customer Engineering organization for the internal / external customers as well as in the PMT meetings.

Provides pre-delivery and after-sale support to customers which may include product development, ordering, availability and delivery.

Level of Responsibility : · Provides strategic direction for systems, projects, and programs in area of expertise · Contributes to the company and the industry by advancing the level of knowledge within that discipline · Provides cross-

functional guidance and expertise · Is seen as a leading expert within their field Specific responsibilities of position : Function Description Applies scientific principles to innovate, design, develop, and implement technologies, components, sub-

systems, machines, tools, and systems to ensure compliance to specifications, requirements, and customer guarantees across applicable operating conditions.

Ensures novel ideas and implementations are captured and protected using applicable IP processes and tools. Discipline Description Acts as customer and field service interface.

Drives improvements based on end user experience. Performs corrective actions for field issues, special investigations, and product testing.

Includes Power Plant engineers.

  • Interface with Operations, Marketing, and engineering to support design, productionization and customer communications.
  • Work within and support Integrated Product Teams (IPT) for the development of and modifications to turboprop engines.
  • Responsible for tracking and analyzing product reliability with the objective of improving reliability through various means.
  • These include maintenance and operational practices, quality escape management and product improvements through engineering activity.

  • Responsible for maintaining quality and consistency of service by documenting and identifying trends in customer service needs.
  • May perform on-site services for Aftermarket clients.
  • Provides instruction and education regarding products or equipment usage to customers and internal employees.
  • Recommends measures that can be used to assess customer service efficiency, consistency, reliability, and quality to consistently improve and ensure quality services are delivered to customers.
  • Oversees escalation of unresolved calls and issues. Provides guidance and recommends plans for resolution of complaints, issues, and other complex inquiries.
  • Oversees information gathering, analysis, and investigation and develops documentation for customer account management.
  • Reviews processes for addressing and resolving customer problems and determines how to improve performance and services.
  • Conducts briefings with client groups to review the findings from customer correspondence and outline product issues identified by the customer service team. Qualifications required :
  • Bachelor degree with a minimum of 10 years of prior relevant experience or
  • Master degree with a minimum of 7 years of prior relevant experience
  • Implements functional strategy.
  • Establishes operational plans for work area.
  • Recognized master within discipline, having deep knowledge of theory and organizational practices within a specific discipline.
  • Problems faced are typically complex.
  • Develops and implements new products, processes, standards or operational plans that will have impact on the achievement of functional results.
  • Significantly improves on existing processes and practices. Field of studies : Mechanical Engineering 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.

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