Regional Customer Account Manager

Pratt & Whitney Canada; Chandler's Ford; On-site; GBP 40,000 - 80,000; Full time

Job description

The Company represents 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 acting 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:

1. Represent the customer’s interests throughout each shop event by defining each event strategy upfront.
2. Build and maintain relationships at all levels with customers to meet their needs, address queries, and tailor service offerings.
3. Balance operational targets, customer commitments, and company profitability.
4. Communicate regularly during all stages of shop visits, including reviewing and sending project status reports/technical reports, cost estimates, investigation reports, invoices, and shipping documents to customers.
5. Provide commercial and technical input to analyze each project to ensure compliance with business and customer needs.
6. Coordinate meetings and documentation with service centers and customers to facilitate incoming, ongoing, and completed engine events.
7. Ensure customer requirements and contractual terms are respected.
8. Evaluate projects when required for company review and decision-making.
9. Be responsible for event strategy, costings, commercial offerings, and coordination of solutions both internally and externally.
10. Manage project margins, profitability, including R&O revenue, and be responsible for satisfaction score (MFA).
11. Proactively manage customer portfolio in all aspects of the business including account credit and payments.
12. Maintain close synchronization with other departments to assess opportunities and maintain current contracts.
13. Support 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. The ability to prioritize workload within overall departmental and company requirements and good attention to detail are essential. Occasional travel throughout the EMEA region will be necessary.

Additional Skills:

1. Strong relationship-building and influencing skills.
2. Ability to work effectively as an individual as well as part of a global team.
3. Demonstrate ability to cope with complex and changing environments while projecting a positive attitude.
4. 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.