Manager, CFirst ESP-AOG Event Management

About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters. For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world.

An Employer of Choice

Pratt & Whitney Canada was named one of Canada’s Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world.

Why join our team?
The Customer First Centre of Pratt & Whitney Canada provides technical and AOG (Aircraft on Ground) assistance, leading in the aspect of customer service and support. Our goal is to keep the fleet flying. This customer-facing organization works closely with internal and external organizations to ensure customer requests are resolved promptly and acts as liaison between the different organization, such as Spare Parts, Rental Engines, Mobile Repair team, Customer Engineering groups, Chief Engineering team, Technical Publications, Warranty and many more.

As the CFirst ESP-AOG Event Manager, you are the main point of contact for all aircrafts on ground (AOG). In addition, this role is critical in ensuring the efficient management and resolution of issues that may arise when an aircraft is grounded unexpectedly. The primary responsibility is to coordinate and facilitate the necessary actions to minimize the downtime of the aircraft and restore it to operational status as quickly as possible.

What will your day-to-day look like?

1. Rapid Response Management:

• Act as the focal point for all AOG-related matters, responding promptly to notifications and initiating the necessary protocols.
• Coordinate with relevant stakeholders, including maintenance teams, suppliers, and operational personnel to expedite the resolution process.
• Initiates immediate contact (phone call) with P&WC personnel during AOG or urgent situations.
• Accurately assesses the customer's needs and requirements.
• Provides logistical and commercial support for service-related problems encountered in operation of P&WC engines.
• Always work to provide the best support plan to P&WC customers.

2. Communication and Coordination:

• Establish and maintain effective communication channels with internal and external stakeholders, including airline operations, maintenance teams, suppliers, and regulatory authorities.
• Ensure clear, timely, and concise communication of AOG status, progress, and resolution timelines to all involved parties until the aircraft has returned to service
• Maintains a high standard of etiquette and protocol with the customer during any form of contact.

3. Resource Allocation:

• Assess return to services resource requirements, including mobile repair team, spare parts, replacement assets, tooling, to address the AOG situation efficiently and effectively.
• Coordinate the allocation of resources and ensure that they are deployed in a timely manner to expedite the troubleshooting and repair process.

4. Vendor Management:

• Liaise with maintenance providers, part providers, and replacement asset provider to secure necessary manpower, parts, expertise, engine, and support.

5. Data and Documentation:

• Maintain accurate and up-to-date records of AOG events, including timelines, actions taken, and resolutions achieved.
• Responsible to generate and issue the CFirst AOG report on each business day.
• Effectively document and manage events with CRM (Customer Relationship Management) system for all customer interactions, including commitments, timelines, actions taken, and resolutions achieved from initiation to closure.
• Provides acknowledgement to the customer that a Case has been raised and is in process.

6. Continuous Improvement:

• Participate in post-event debriefings (DIVE) and collaborate with relevant departments to implement improvements in AOG response procedures.
• Stay informed about emerging technologies and industry best practices related to AOG management.
• Generate analyses to identify trends, areas for improvement, and lessons learned to enhance future response capabilities.

7. Team Collaboration:

• Collaborate with cross-functional teams, including maintenance, operations, logistics, and quality assurance, to ensure a coordinated and efficient response to AOG events.
• 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.

8. Crisis Management:

• For any AOG escalated to senior management, demonstrate effective crisis management skills, making quick decisions and adapting strategies to minimize the impact of AOG events.

What do you need to be successful?

• Bachelor’s degree in Engineering, Business Administration, or related fields (Master’s degree preferred).
• Minimum of 8 years experience in working in the aerospace industry and/or in a logistics environment
• Experience in dealing with a fast-paced environment with high volume of calls and emails
• Comfortable in working with multiple IT platforms (CRM, SAP, Outlook, etc.)
• Must be customer oriented and have a sense of urgency
• Excellent decision-making and problem-solving skills
• Must possess a “go-getter” style mentality in dealing with complex situations
• Able to challenge the support plan to ensure the best support is given to the customer
• Work on a shift rotation schedule, which includes working on weekends and holidays.
• Technical hands-on experience in assembly, inspection, or engine / APU maintenance experience (an asset)

This position is part of a French-speaking work environment; however, it requires a very good knowledge of English (documentation and technical terms, write and communicate with customers, suppliers or international teams)

What do we offer?

• Pension and savings plan with employer contributions

• Group insurance program

• Opportunities for advancement (career progression)

• Merit or recognition program

• Health and wellness program, including virtual health care

• Recreational and sports club

• Nearby daycares

• Transportation accessibility or public transit program and free parking

Working at Pratt & Whitney Canada

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day—just look up. Are you ready to go beyond?

The selected candidate will be required to complete a criminal background check and any applicable clearances with respect to the handling and transfer of controlled goods. Employment is conditional upon the successful completion of these checks and obtaining the required clearances. Failure to do so will result in the withdrawal of the employment offer.

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

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