Regional Customer Account Manager

Pratt & Whitney; Chandler's Ford; On-site; GBP 60,000 - 90,000; Full time

Job summary

Pratt & Whitney in the UK is seeking an experienced Customer Services Manager to serve as the single point of contact for EMEA engine repair/overhaul projects. You will manage relationships, strategy, and commercial aspects across network shops and customers.

The role requires 5+ years in aviation account management, strong negotiation skills, and a technical background in engineering or aircraft maintenance. Occasional travel within the EMEA region is expected.

Qualifications

• 5+ years of customer account management experience in aviation.
• Experience with aircraft gas turbine engines is desirable.
• Strong commercial negotiation experience with customers.
• Technical background in engineering or aircraft maintenance is useful.
• Excellent communication and interpersonal skills; trusted with senior management.
• Willingness to travel within the EMEA region.

Responsibilities

• Serve as single point of contact for EMEA customers whose engines are in repair or overhaul.
• Define event strategies upfront and manage costings and commercial offerings.
• Build and maintain relationships across all levels to meet customer needs.
• Communicate project status reports, cost estimates, invoices, and shipping docs.
• Coordinate meetings and documentation with service centers and customers.
• Ensure contractual terms are respected and analyze projects for business needs.
• Manage project margins, profitability, and customer satisfaction (MFA).
• Oversee account credit and payments; balance operations with company goals.
• Support customer visits on-site and at service centers.

Skills

Account management

Aviation industry

English fluency

Relationship building

Education

Postgraduate business qualification

Job description

The Company represent one of the world's leading aircraft engine manufacturers as the exclusive service center for all engine operations located in Europe, Middle East and Africa (EMEA). The company is the single point of contact for after-sales support in the territory including repair and overhaul, engine fleet management, customer support and logistic support functions.

Responsibilities:

Reporting to the Director, Customer Services and act as a single point of contact for all EMEA Customers whose engines have been routed for repair or overhaul to a network facility, ensuring the highest quality of service is provided in the most cost-effective manner. The job holder will:

• Represent the customer's interests throughout each shop event by defining each event strategy upfront.
• Building and maintaining relationships at all levels with customers to meet their needs, address queries and tailor service offerings.
• Ability to balance operational targets, customer commitments and company's profitability.
• Communicate regularly during all stages of shop visits. Such communication to include the reviewing and sending of project status reports/technical reports, cost estimates, Investigation reports, invoices, shipping documents to customers.
• Commercial and technical input to analyze each project to ensure compliance for the business and customer needs.
• Coordination of meetings and documentations with service centers and customers to facilitate incoming, on-going, and completed engine events.
• Ensuring customer requirements and contractual terms are respected.
• Evaluate projects when required for company review and decision-making.
• Responsible of event strategy; costings, commercial offerings, and coordination of solutions both internally and externally.
• Manage project margins, profitability, inc. R&O revenue and responsible for satisfaction score (MFA).
• Pro-active management of customer portfolio in all aspects of the business including account credit & payments.
• Close synchronization with other departments to assess opportunities and maintaining current contracts.
• Supporting customer visits when required both on site and at service centers.

Qualifications and Experience

The ideal candidate should be a self-motivated team player with 5+ years of customer account management experience in aviation and preferably with experience relating to aircraft gas turbine engines. Strong commercial ability and experience in commercial negotiations with customers is desirable. A technical background in engineering and/or aircraft maintenance would be highly useful, as would a postgraduate business qualification. The position requires someone with excellent communication and interpersonal skills who can establish a high level of trust and credibility with senior management at the network shops and customers alike. Ability to prioritize workload within overall departmental and company requirements and has good attention to details. Occasional travel throughout the EMEA region will be necessary.

Additional Skills.

• Strong relationship building and influencing skills.
• Ability to work effectively as an individual as well as part of a global team.
• Demonstrate ability to cope with complex and changing environment while projecting a positive attitude.
• Native English or Fluency (written and spoken) in English is essential and fluency in other languages can be advantageous.

Place of Employment

• Place of work will be based at the UK offices in Chandlers Ford, Southampton.

Company Ethos

• Work-life Balance
• Flexible Working
• Team Building
• Growth & Development
• Diversity & Inclusion

P&WC CSC 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.