Customer Service Engineering, NPI | Ingenieur Service a la client, NIP

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. Together, these accolades reinforce our reputation as an employer of choice in Montreal, Canada, and worldwide.

Function Description

As a member of the Customer Engineering team – Customer Service – part of the Regional Aviation program team, you will report to the Aftermarket Program Manager. You will be responsible for managing in-service product performance, the relationship with customers / airframe manufacturers, and ensuring that service teams meet the strategic and specific needs of our program. You are part of a team of 14 experts responsible for leading various integrated teams aimed at influencing product improvements that may impact safety, durability, reliability, or costs generated by in-service maintenance.

As a Customer Service Program Engineer, you will also be responsible for the product and service meeting the highest requirements of our customers. We build a strong relationship with our customers by staying focused on their needs and developing new solutions specific to their requirements.

We facilitate this task by ensuring we use the new tools available, our actions are based on proactivity, and we are committed to working together with integrity and respect. The General Aviation program helps our customers travel to forge connections together and generate savings around the world.

The position is full-time from Monday to Friday with flexible hours in Longueuil and is performed exclusively on-site.

Function Description

You will be responsible for the entry into service of multiple new strategic engine programs, working autonomously directly with manufacturers, engineering, marketing, operations departments, and several international teams to deliver a world-class experience to our customers. This will require a strong ability to lead by influence, find solutions, and build consensus among multiple stakeholders while putting the customer experience front and center.

What will your daily life look like?

• Successfully carry out customer service engineering activities related to regional aviation
• Act as a technical intermediary between engineering and customer service, ensuring that customer service requirements are integrated into the development of new engines.
• Lead the definition and implementation of customer service technical requirements and track them throughout the engine development lifecycle.
• Review and approve maintenance documentation and MSG-3 maintenance program development
• Leverage the customer experience to influence design changes and ensure long-term product durability and customer value.
• Collaborate closely with subject matter experts in engineering, marketing, business development, and customer service, as well as strategy leads, to define, monitor, track, and influence deliverables for new engine programs
• Interface with OEMs, partners, and suppliers.
• Responsible for product performance – including safety, reliability, durability, and all related product maintenance services
• Meet obligations to customers, airmakers, or aviation authorities
• Ensure organizations understand specific program strategies in a matrix organization
• Analyze market forecasts and manage in-service technical campaigns.
• Responsible for finding solutions to optimize operating costs.
• Define and implement strategies related to the commercialization of new programs or new customers using our products.
• Represent the voice of the customer across our organization
• Manage commercial campaigns and warranty programs
• Product expert to help support teams and share knowledge with our customers.
• Assist in the development of new business models.

What you need to succeed

• Hold at least a Bachelor's degree in engineering or similar education
• 10-15 years of experience in aeronautics, aftermarket service, engineering, operations, or a related field
• Proficient in business communications in English
• Ability to manage customer satisfaction at all levels (internal or external)
• Demonstrates the ability to work in a matrixed organization
• Can work in a dynamic environment managing projects related to product performance while keeping focus on meeting customer needs
• Ability to convert technical data into concrete strategy and action plans
• Experience in maintenance program development / MSG-3 analysis
• Aircraft maintenance engineer license is an asset
• This position is part of a French-speaking work environment; nevertheless, 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.

We offer:

• Deferred compensation leave program
• Daycare for young children
• Professional advancement and education programs
• Flexible schedules
• Leadership programs and training
• Comprehensive benefits, savings plan, and retirement plan
• Parental leave financial assistance program
• Recognition and reward program

Working at Pratt & Whitney Canada

The masculine gender is used without discrimination and solely for the purpose of lightening the text. We will review job applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and rigor 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 push your limits?