Customer Account Manager

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Location:

Irving, TX

Department:
Operations

Employment Type:

FULL-TIME SALARY EXEMPT

Customer Account Manager (Pratt and Whitney Engine Line) is the single point of contact for owners, operators and FBOs/service centers for all aspects of Pratt and Whitney Canada’s support, including MRO customer management and performing a variety of duties aimed at managing customer technical, commercial aspects, relationships and developing new business from existing customers.

• Act as main point of contact and P&WC ambassador for operators using/working with P&WC products
• Provide on-site assistance and solutions for all technical, commercial and operational problems as required
• Provide concierge level service as the single point of account management for all aspects of the relationship with P&WC
• Ensure customer retention in PpH programs and support team in achieving increased PpH penetration in market
• Be proficient with the technical background of IPPS and aircraft corporate maintenance operations
• Be proficient in all P&WC service offerings to support customer operations
• Support customers' navigation of the diagnostics portal and product publications
• Handle all warranty queries
• Leverage proactive best practices optimizing aircraft availability
• Monitor all off-wing/on-wing forecasted events, geographic field readiness and capabilities
• Ensure all WA are raised and assigned
• Create and maintain RAIL
• Coordinate return of assets (rental engines, LRU, nacelle LRU, etc.)
• Create and maintain customer visit plan, ensuring CRM is updated and liaise with aircraft OEM Field Service Reps
• Maintain customer account profile and briefing papers
• Monitor and maintain customer administration readiness (COI, engine documentation, PO)
• Liaise with Service Delivery Team on time reporting of contact reports, customer profile, mood management, DPHM alerts, campaigns and overall account health
• Maintain P&WCs relationship with service center(s)
• Own the customer issues and drive value chain accountability for timely resolution
• Respond to and clarify technical and commercial issues for operators and FBOs in the region, working closely with Programs, Customer Engineering, Field Operations and other P&WC departments to ensure problems are resolved to satisfaction

• Customers flying and satisfied
• Customer reach trough
  • Supporting the growing fleet by keeping customers flying while achieving/maintaining target service levels for the fleet (AOG support, DR & Avail)
  • Engaging and striving for proactiveness in our services & support
  • Representing P&WC and our products at M&O and customer seminars/forums
• Sustain the step change in the customer frontline support delivering a world‑class experience by looking after our customers to meet or exceed their expectations, commitments and company financial goals
• Responsible for managing customers mood and CRM tracking
• Establish P&WC engines and services as the preferred customer choice
• May develop and coach others

• Bachelor's Degree or Master's degree (Engineering or Business) or equivalent job experience
• Experience in managing customer relationships
• Experience with SAP and Microsoft software, CRM, PWC Customer Portal (My PWC Power), Enovia (PLM), SharePoint, engine/airframe technical manuals, etc. (recommended and helpful)
• Multiple years of relevant experience in aircraft MRO
• Gulfstream 500/600 maintenance experience specifically with PW800 engine series

• Well-lit, clean work environment
• Competitive pay
• Health Insurance Plan Participation
• 401(k) Plan
• Paid Vacation