Field Support Manager

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Pratt & Whitney is working to once again transform the future of flight - designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the right people to drive it. So, calling all curious.

Come ready to explore and you’ll find a place where your talent takes flight - beyond the borders of a title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast into the future.

Innovation through diversity of thought:

At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect, and integrity, are a part of our DNA.
 

At Pratt & Whitney, the difference you make is on display every day…just look up. Are you ready to go beyond?

Job Summary:

We are looking for a Field Support Manager (FSM) to support one of our key operators in Europe with HQ in Lisbon - Portugal. The FSM will manage key relationships with a strategic customers located in Lisbon - Portugal. They'll be a primary liaison and brand ambassador between the assigned customer base and P&WC providing technical and commercial support, as needed.

• Support the director of maintenance in managing their fleet
• Make appropriate on-site decisions for problem solving.
• Maintains a presence at the Operator HQ to assist in troubleshooting engine issues.
• Be the point of contact for aircraft on ground and assist in returning aircraft to service
• Escape management and reporting Fault isolation & technical troubleshooting
• Campaign management
• Liaison with PW Customer First Center, Customer Programs, marketing, the aftermarket, and the Operator as required
• Issue FMP WANs for LRUs covered.
• Manage First Run Warranty policies.
• Attend daily Morning Meeting, Weekly operational meetings and Monthly Tech Review (PW300 and PW500) Meetings.

Key Responsibilities:

Field Support at P&WC consists of all the activities associated to the successful management of key customers in the assigned region, including technical, commercial and/or logistical support requirements.

More specifically, in this role you may:

• Act as a single point of contact for the strategic customers in the region.
• Act as a liaison between the customer base and other areas of the business.
• Own, maintain and drive resolutions to engine-related “aircraft-on-ground” situations.
• Support regional technical/commercial reviews and senior management meetings with the customer base.
• Support other P&WC business units that manage customer accounts and events within the region.
• Support Entry-into-Service (EIS) activities.

• Provide input on new contract proposals for customers within the assigned region.
• Help to define strategies to drive service level improvements.
• Collect engine operational data and provide first line feedback to P&WC Program groups of operating problems, customer perceptions and needs.
• Provide on-site assistance, on-the-job training and solutions for all technical, commercial, and operational problems encountered, working in partnership with the appropriate departments within P&WC.
• Visit and cultivate relationships with key customers in the assigned region through routine contact.
• Provide back-up support for customers in other adjoining regions, as needed.

Basic Qualifications:

• A Bachelor's Degree in an aerospace discipline with 10+ years relevant experience, or;
• A Master's Degree with 7+ years aerospace experience, or;
• In lieu of a degree, 15+ years MRO management and/or aerospace technical experience.
• 10+ years direct customer-facing experience.
• Language: Fluent English & Portuguese
• European Driver’s License and Passport.
• PW300 or PW500 or PW800 knowledge
• Travel required

Preferred Qualifications:

• Demonstrated leadership in customer account management and capable to communicate at all levels within an organization.
• Proficient technical knowledge of P&WC’s engine portfolio.
• Strong commercial/business acumen.
• Computer Systems: CRM; SAP; Microsoft Office.

Additional Information:

This position requires frequent travel to visit associated Service Centers in the assigned region and may require travel on weekends, holidays, and/or afterhours.

Role Type:

In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment. This role is: Based at the operator and occasional work from home office (remote)

Remote: Employees who are working in Remote roles will work primarily offsite (from home).

Candidates will learn more about role type throughout the recruiting process.

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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