Date Posted:

2024-12-11

Country:

Netherlands

Location:

Pratt & Whitney Aero Engines International Services GmbH Marco Poloweg 28, Netherlands

Position Role Type:

Unspecified

Job Description

Position: Field Support Senior Manager (FSM) based in Netherlands

Who is Pratt & Whitney (PW)

At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work and are inspired to Go Beyond.

What are our expectations?

Field Support Senior Manager (FSM) role is to support our valued customers in Netherlands, Sweden, Denmark, Estonia, Finland, Lithuania, Latvia, Norway.

Regional Field Support:

The FSM is responsible for all Customer Support activities within Netherlands, Sweden, Denmark, Estonia, Finland, Lithuania, Latvia, Norway acting as the primary owner and contact to the customer. As the primary point of contact with PW customers, the FSM is responsible in provide on-site assistance and solutions for all technical, commercial, and operational issues encountered while working in partnership with appropriate departments at PW, including Customer Support, Marketing, Service Centre and Warranty to develop customer focused solutions.The FSM is a highly trained and skilled individual, with expert knowledge on a minimum of 2 Pratt & Whitney Canada Engines families up to Hot Section Inspection levelThe FSM must be able to work at all levels within his customer operations, from the CEO to the Director of Maintenance and with the engineers and technicians on the hanger floor. The FSM must above all else be a great communicator, so to be able to interface and work effectively with many internal PW departments and achieve the results of delighting his customers.This position requires frequent travel to visit customers in the assigned region. The work schedule is dependent upon the support requirement of our customers. In the performance of duties, the FSM may be required to work irregular hours and maintain a frequent travel schedule, sometimes at short notice.  A mobile telephone and Laptop Computer is provided.  From time to time after normal working hours it may become necessary to respond to a customer’s AOG (Aircraft On Ground) requirement or urgent matters.Has the ability to see the “big picture” at a company level and should be able to articulate the impact, involvement and changes required for Field SupportForward thinker with strategic team vision in all aspects of the business (Customer & OEM support, strategies, financial overview)Has the ability to coach & mentor all Team members in areas of responsibility.Applies advanced knowledge of products to support customers and field team members. Analyzes and interprets information to resolve more complex issues and provides inputs to business decisions made by leadership. May assist managers to optimize support strategies.Responsible for entire projects with significant scope and complexity Provide guidance for the implementation of engine maintenance programs The FSM will respond to and clarify technical and commercial issues for the operator and FBO's in the customer’s network, and work closely with the Programs, Customer Engineering, Field Operations and other P&WC organizations to ensure customer problems are resolved to the customer's satisfaction The FSM will provide on-time reporting for aircraft and engine events, and the tracking of customer commitments and transactions You must be willing to travel and work extended hours, when required 

What your day to day will look like

Regional Field Support consists of supporting our customers in Netherlands, Sweden, Denmark, Estonia, Finland, Lithuania, Latvia, Norway.

This includes but not limited to:

Manage and support customer accounts Act as single point of contact for the strategic customers in the region Act as liaison between Customer Programs, Global Frontline, and the customer base Own, maintain and drive resolution to Rolling Action Items List (RAIL) Achieve and maintain MFA result of 6.0 (or greater) in the region Support regional technical/commercial reviews and senior management meetings with the customer base Support groups that manage day-to-day customer events Support Entry-into-Service (EIS) on new engine models and new customer onboarding process (ICS) Support new contract proposals and compliance Define strategies to drive service improvements and provide best-in-class support by PW Collect engine operation data and provide first line feedback to PW Technical and Engineering groups Provide on-site assistance and solutions for all technical, commercial, and operational problems encountered, working in partnership with appropriate departments within PW including Technical Support, Marketing, Service Center and Warranty Cultivate relationships with key customer personnel through routine contacts by visit, telephone, or written communication

Qualifications required, must haves and assets. The tools you need to be successful

Technical diploma with 15 years experience.Bachelor Engineering Degree with 6 to 10 years experience.Master Engineering Degree with 4 to 7 years experience.Experience in removing and installing engine hardwareAbility to manage a team of technicians and logistics personnelFunctional knowledge of Enovia, CRM, Outlook, Excel, PowerPointTechnical skills required to enable EEC and EDU reprogramming.Technical abilities required to be efficient in Fault Isolation.Strong communication skills in written and spoken English You possess a strong track record of making presentations to specialized groups at all levels of an organization Possess self-motivation and a successful track record of working with limited supervision Able to work in the European Union on day one

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

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