Manager – General Aviation Customer Service

Pratt & Whitney; Longueuil; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Pension plan

Group insurance

Career progression

Merit program

Health & wellness

Recreational club

Nearby daycares

Transit & parking

Job summary

Pratt & Whitney Canada is seeking a Manager – General Aviation Customer Service in Longueuil, QC. This role leads the customer-facing team, aligns product performance, and ensures compliance with airworthiness and customer commitments.

On-site work with a focus on leadership and strategic execution. The ideal candidate has a Bachelor’s or Master’s degree with extensive experience, proven team leadership, and strong communication skills in English.

Qualifications

• Bachelor’s degree with a minimum of 10 years or relevant experience
• Master’s degree with a minimum of 7 years of relevant experience
• Experience managing a team and demonstrated leadership
• Strong customer focus and relationship management
• Excellent communication and project management skills

Responsibilities

• Drives the customer facing team to improve product and service performance
• Serves as a key interface with customers and field service teams
• Manages escalations, investigations, and product tests
• Executes long- and mid-term operational plans and strategy
• Represents updates to executive leadership and stakeholders

Skills

Team leadership

Customer relationship

Project management

Communication skills

English proficiency

Education

Bachelor’s degree

Master’s degree

Job description

Manager – General Aviation Customer Service

Date Posted: 2026-07-30

Country: Canada

Location: CA-QC-LONGUEUIL-J01 ~ 1000 Blvd Marie-Victorin ~ J01 BLDG

Job Title: Manager – General Aviation Customer Service

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 General Aviation Customer Service team?

Owns the overall product performance and acts as the voice of customer to ensure that we continuously exceed product performance expectations.

As such, the goal is to innovate and develop reliability mitigation plans but also to implement new methods and systems to ensure compliance to airworthiness requirements and to customer commitments across applicable operating conditions.

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

What will your day-to-day look like?

Discipline Description

• Drives the customer facing team to step change product and service performance.
• Acts as customer and field service interface, and implements improvements based on end user experience.
• Performs corrective actions for field issues, special investigations, and product testing.

Organization Level

• Owns the execution of long-term strategy and operational direction, for the entire product line.
• Owns the establishment and execution of short- to medium-term operational plans for the organization.
• Problems faced are often complex and require extensive investigation and analysis.
• Requires ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership.

Purpose

• Manages a department including multiple contributors in Service Engineering.
• Makes key business decisions, defines optimization sourcing strategy across multiple geographic locations, and determines methods to solve complex escalated issues.
• Presents updates to executive leadership and stakeholders.

• Makes key business decisions in regards to product improvements and customer and field team relationships.
• Coordinates, prioritizes and resolves major issues encountered by multiple teams across multiple geographic locations.
• Defines optimization sourcing strategy for usage of resources and manpower across multiple geographic locations.
• Decides upon methods to solve complex escalated issues that will impact the business and provides recommendations for solutions to executive leadership.
• Manages customer agreements and service levels.
• Owns strategy for and execution upon key stakeholder issues.
• Presents updates to executive leadership to ensure they are well informed.

What do you need to be successful?

• Bachelor’s degree with a minimum of 10 years or relevant experience
• Master’s degree with a minimum of 7 years of relevant experience
• Experience managing a team
• Demonstrated leadership skills with the ability to influence others to drive actions to closure
• Customer focused and proven customer relationship management skills
• Excellent communication skills
• Project management

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.