Gestionnaire Ingénieur de programme de service à la clientèle - Manager Customer Service Progra[...]

Pratt & Whitney; Longueuil; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player seeks a Senior Manager for Customer Service Program Engineering. This role involves managing product performance and customer relationships, ensuring safety and reliability in aerospace products. You will lead a team to drive customer satisfaction and optimize operational costs while collaborating across departments. With a focus on innovation and integrity, this position offers a unique opportunity to influence product development and enhance customer service. Join a dynamic team that values growth and empowers its members to make a significant impact in the aerospace sector.

Benefits

Pension and savings plan

Group insurance program

Opportunities for advancement

Health and wellness program

Recreational and sports club

Transportation accessibility

Free parking

Qualifications

• 8+ years in Aerospace or Operations with a strong focus on customer satisfaction.
• Ability to lead in a matrixed organization and manage product performance.

Responsibilities

• Lead Customer Service Program activities for General Aviation products.
• Drive investigation and root cause analysis on field issues.

Skills

Customer Satisfaction Management

Technical Data Analysis

Project Coordination

Aerospace Knowledge

Maintenance Program Development

Education

Bachelor’s degree in engineering

Job description

Date Posted: 2025-04-23

Country: Canada

Location: LOC13052 1000 Boul Marie Victorin, Longueuil, Quebec, J4G 1A1, Canada

Job title: Senior Manager, Customer Service Program Engineer

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, reinforcing our reputation as an employer of choice.

Why Join The Customer Service Program team?

In Customer Programs, we believe that everything starts with our people. We foster a learning organization by providing opportunities for development, growth and empowerment. We establish our products and services as the customer preferred choice by delivering world-class product & service dependability and targeted customer outreach. We enable customer relationships through intense market focus and develop customized solutions. We augment all of this by the use of technology, strive for proactivity, commit collectively and always act with integrity and respect.

As a member of the Customer Service Program for PT6 Corporate, Utility and Agricultural products, specifically the Beechcraft applications, such as King Air and SkyCourier, you will be responsible for managing in-service product performance, the relationship with customers / airframe OEM & aligning service team to meet our specific program strategies. Part of a team of experts, you will have the opportunity to lead an integrated product team (IPT) and influence the redesign of a part which could affect the safety, durability, reliability of a product or the cost of operation.

The Customer Service Program Engineer position requires strong product technical knowledge as well as business acumen in order to represent Pratt & Whitney Canada facing customers and operators.

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

What will your day-to-day look like?

• Lead Customer Service Program activities for the General Aviation program.
• Ownership of Product Performance - including safety, reliability, durability and all services in relation with maintenance of the product in service.
• Drive investigation and root cause analysis on reported field issues.
• Comply with Airframe OEM, Operators and Airworthiness authorities’ obligations.
• Project coordination across different departments and organizations.
• Provide business forecast & manage in-service product campaigns.
• Accountable for engine operating cost optimization.
• Develop strategies and ensure readiness of new program & customer entry into service.
• Lead customer relationship value stream.
• Commercial and warranty programs management.
• Subject matter expert for the front-line team & provide product knowledge to field communities throughout conferences and customers dedicated technical reviews.
• Support development of new business models and strategies.

What you need to be successful?

• Bachelor’s degree in engineering or equivalent.
• 8 years progressive experience in Aerospace, Aftermarket, Operations, or similar functional expertise.
• Demonstrated ability to manage and drive customer satisfaction at all levels (internal and/or external).
• Demonstrated ability to lead in a matrixed organization.
• Demonstrated ability to manage product performance and delivery to drive customer satisfaction.
• Ability to translate technical data into action plans and strategy.
• Experience with Maintenance Program Development.

This position is part of a French-speaking work environment, it requires a very good knowledge of English to read and understand 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?