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.

Why join our team?

The Customer First Centre of Pratt & Whitney Canada provides technical and AOG (Aircraft on Ground) assistance, leading in 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 different organizations such as Spare Parts, Rental Engines, Mobile Repair Team, Customer Engineering groups, Chief Engineering, Technical Publications, Warranty and more.

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.
• Initiate immediate contact (phone call) with P&WC personnel during AOG or urgent situations.
• Accurately assess the customer's needs and requirements.
• Provide 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.
• Maintain a high standard of etiquette and protocol with the customer during any form of contact.

3. Resource Allocation:

• Assess return-to-service resource requirements, including mobile repair team, spare parts, replacement assets, and tooling to address the AOG situation efficiently.
• Coordinate allocation of resources and ensure timely deployment to expedite troubleshooting and repair.

4. Vendor Management:

• Liaise with maintenance providers, part providers, and replacement asset providers to secure necessary manpower, parts, expertise, engines, 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 within the CRM system for all customer interactions, including commitments, timelines, actions taken, and resolutions achieved from initiation to closure.
• Provide 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.
• Act as liaison between CFirst and 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, make quick decisions and adapt 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 the aerospace industry and/or in a logistics environment.
• Experience dealing with a fast-paced environment with high volume of calls and emails.
• Comfortable 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' 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 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 to read and understand documentation and technical terms from international organizations, and to write and communicate in English with customers, suppliers or partners.

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, public transit program and free parking.

Working at Pratt & Whitney Canada

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.

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.