Pratt & Whitney Canada Customer Service Center Europe GmbH (CSC) is an aerospace Joint Venture Company between Pratt & Whitney Canada (P&WC) and MTU Maintenance Berlin-Brandenburg GmbH (MTU) providing overhaul and repair services, customer support and spare engine sales to operators of P&WC products within Europe, Africa and the Middle East. We add value by leveraging the services and relationships of both partners in providing integrated solutions to delight our customers. For our location in Ludwigsfelde (near Berlin) we are looking for:
Customer Manager (all genders)

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.

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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.