PW/IAE Field Service Representative – Customer Based
Work Location: Beijing
Field Service Representative – Customer Support, Commercial Engines
Job Description
Pratt & Whitney is working to transform the future of designing, building, and servicing modern aircraft engines and seeking the people to drive it. Bring your passion and commitment and we’ll welcome you into a tight-knit team that works together by shaping an organization and an industry that’s evolving fast into the future.
In this role as a customer-based Field Representative, candidate responsibilities will be primarily focused on Customer Support, Program, Logistical, and Fleet Management tasks. You will also be tasked with providing assigned customers with technical and operational program support for the V2500, PW4000 and 1100G engine families.
This position is expected to comprise of technical and program support tasks for PW/IAE engine models, including interface with airline technical operations personnel as well as support of airline with their engine overhaul shops.
Technical responsibilities include:
Provide on-site support for Pratt & Whitney (P&W) customers in China to deliver comprehensive technical and operational program support. Improve and sustain the customer’s satisfaction via the maintenance and operation of P&W engines. This includes technical support, answering the customer’s questions, & anticipating and reacting to engine related issues as they develop in consultation with various departments with P&W
Work and develop rapport with East Hartford customer support functional groups to promote timely and knowledgeable responses to meet the customer’s needs
Establish and maintain close working relationships with customer key personnel including senior management, department heads, engineering, and other departments. Intuit and improve upon customer’s perceptions & operating knowledge of our products using creative and innovative methods
Monitor daily statuses and ensure timely reporting of engine removals & work stoppages. Guide customers through IFSD, surge, & aircraft on ground events, through spare engine and parts availability, and competitive equipment activities per the handbook of field procedures. Prepare periodic reports on all phases of customer’s activity, including statistical engine data, action taken to assist the customer, and significant information relative to the performance, durability, or maintenance of P&W engines
Keep abreast of new products and product improvement programs (including engine modifications and conversions) that will improve performance and reliability and reduce maintenance and operating costs; advise customers of the benefits and encourage participation in such programs. Recommend the establishment of support teams from East Hartford to conduct training, shop audits, facility studies, mini conferences, and line riding to enhance P&W presence and support
Actively communicate and work to resolve customer issues with the appropriate P&W counterparts at the operator’s overhaul agency
Identify new business opportunities resulting from customer interactions / relationship building and support the Customer Focus Team and Customer Business Director Initiatives
Provide support to our airline customers 24 hours a day, 7 days a week with a no-excuses attitude. Individual is expected to always “go beyond”, as our customers depend on this level of service for our mutual success.
Communication responsibilities include:
Exhibit the highest level of personal and professional ethical standards, including but not limited to compliance with applicable legal, regulatory, and company policy.
Contribute to the business by applying your knowledge and skills in multiple functional areas Conduct periodic face-to-face meetings and provide updates to customer’s senior level management, utilizing latest information deduced from all available sources such as (but not limited to) monthly Customer Council Call (CCC), Problem Resolution Plan (PRP), and Maintenance Planning Committee (MPC)
Provide real time technical and logistical support to all levels of airline personnel. These interactions often occur at odd hours and under extreme time pressure constraints
Support CFD’s goal to build and establish a strong connection across the management level of customers
Work with other Field Representatives to advance solutions
Conduct informal MFAs with customers and identify opportunities for improvement
Act as a team player, able to both take and give direction in order to expeditiously solve customer issues. Do so as a highly motivated and fully developed professional able to work without direct guidance or direction from others
Experience/Qualifications
Required:
English and Mandarin language proficiencies A minimum of 5 years of work experience in Aerospace or aviation related field with a focus on direct or indirect customer facing position in Customer Support, Sales, Engine Services, Engineering, or another external customer facing discipline. Note: Experience base-level requirement is contingent upon education qualifications. See education section for details.
Preferred:
Proficiencies in Microsoft Office, EagleData, EagleLive, FMT, and CRM Knowledge of multiple P&W engine models Familiarity with commercial engine business model and aftermarket operations & functions Strong personal skills Demonstrated ability to build trusting relationships and a Track record of initiative and focus in solving complex problems.
This assignment may require relocation and/or additional travel within China to better support the customers in a balanced manner and will be subject to adjustment as needed at a CFD’s discretion. Periodic travel to East Hartford and airline line stations will be expected. Minimum expected travel 10 - 20
Education
Associate’s degree in aviation related field, with 8+ years of experience with maintaining commercial or military aircraft engines and directly working with/for airline customers, OR Bachelor’s degree in Maintenance or Engineering, 8+ years of experience with maintaining commercial or military aircraft engines and directly working with/for airline customers, OR Master’s degree in Engineering with 5+ years of experience with maintaining commercial or military aircraft engines and directly working with/for airline customers
