About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in the aerospace industry, headquartered in Longueuil, Quebec. We manufacture next-generation engines that power the world's largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, we have pioneered advancements in engine development, supporting cargo and equipment transportation, wildfire suppression, and passenger travel.

An Employer of Choice

Pratt & Whitney Canada was recognized as one of Canada's Top 10 Employers in 2025 by Forbes and ranked #1 in the aerospace and defense industry in the country. Our headquarters is also listed among the top employers in the Montreal region. These accolades reinforce our reputation as an employer of choice in Montreal, Canada, and worldwide.

Why Join the Team?

As a MRO Customer Service Manager, you will serve as the primary on-site point of contact for customers before, during, and after an engine service event. Your role will be pivotal in ensuring a seamless and positive customer experience while aligning with their expectations.

Success in this role requires strong leadership, proactivity, and accountability, along with a deep understanding of customer needs. You must be able to thrive under pressure, demonstrating exceptional problem-solving skills and adaptability. Attention to detail, multitasking abilities, and a structured, methodical approach will be key to excelling in this position.

This position is full-time, Monday to Friday, with flexible hours in St-Hubert, and is exclusively on-site.

What will your day-to-day look like?

Responsible for overseeing the commercial and event strategy for all the shop visits while collaborating with the shop operations team to ensure customers' orders are on-track to meet commitment date.
Based on the results of the inspection, establish the best course of actions necessary to provide an optimum solution for the specific engine event while ensuring the customer demands are met.
Build long-lasting relationships with customers and enhance the Repair Station's reputation.
Monitor customer satisfaction and coordinate corrective actions when necessary.
Ensure customer requirements and expectations are effectively communicated to the facility's representatives in preparation for engine (or engine module) induction.
Ensure contractual obligations are understood and are being met for both parties.
Liaise with customers to manage a 3-month engine shop visit forecast, including rental engine requirements, for all scheduled and unscheduled shop events.
Meet all KPIs developed (CRM compliance, SNI, MFA, Sales Handoff, etc.).
Enable and empower the team to produce results in a rapidly changing environment, while leading the selection, training, and mentoring of professionals on the team and holding team members accountable for meeting customer commitments.
Prepare analyses and reports and handle SAP and CRM systems.
Review quotes, cost estimates and scheduling time with customers and coordinate solutions to reduce cost and provide optimized commercial solutions for customers.
Lead the analysis and implementation of incoming repair forecasts to optimize maintenance planning and operational efficiency.

What do you need to be successful?

Minimum 8 years of experience with a Bachelor's degree
Minimum 6 years of experience with a Master's degree
Field of studies: Engineering, Operations, Business and Administration
Business sense is a key competency in this role
Openness and ease in building long-term business relationships with key customers using excellent written and verbal communication skills including negotiation abilities
Analytical mindset to assess customer requirement opportunities effectively
Team player, self-motivated, flexible and agile in a fast-paced environment
Independence and responsibility for the results achieved
Strong technical expertise and product knowledge (engines)
Proficiency in MS Office and willingness to learn SAP, CRM, and PowerBI systems
Ability to manage multiple inputs and prioritise workload
Critical thinking and strong organizational skills
Solution oriented for our customers and results driven
Good communicator

This position is part of a French-speaking work environment; it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues.

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?

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.

MRO Customer Service Manager (ROCS Event Manager)