Function Description:
Customer Account Manager is the single point of contact for owners, operators and FBO’s/service centers for all aspects of Pratt and Whitney Canada’s support, including MRO customer management and performing a variety of duties aimed at managing customer technical, commercial aspects, relationships and developing new business from existing customers.
What your day to day will look like:
- The CAM will act as a main point of contact and P&WC ambassador for operators using/working with P&WC products
- CAM will provide on-site assistance and solutions for all technical, commercial and operational problems, as required
- Provide concierge level service as the single point of account management for all aspects of the relationship with P&WC
- Ensure customer retention in PpH programs
- Support team in achieving an increased PpH penetration in market
- Proficient with technical background of IPPS
- Proficient with aircraft corporate maintenance operations
- Be proficient in all P&WC service offerings in order to support customer operations
- Be able to support customers navigation of the diagnostics portal
- Navigate product publications with customers
- Be able to support all warranty queries
- Leverage proactive best practices optimizing aircraft availability
- Monitor all off-wing/on-wing forecasted events, geographic field readiness and capabilities
- Ensure all WA are raised and assigned
- Create and maintain RAIL
- Coordinate return of assets (rental engines, LRU, nacelle LRU, etc…)
- Create and maintain customer visit plan, ensuring CRM is updated accordingly liaising with aircraft OEM Field Service Reps
- Maintain customer account profile and briefing papers
- Monitor and maintain customer administration readiness (COI, engine documentation, PO)
- Liaise with the Service Delivery Team on time reporting of contact reports, customer profile, mood management, DPHM alerts, campaigns and overall account health
- Maintain P&WCs relationship with service center(s)
- Owning the customer issues and driving value chain accountability for timely resolution
- Provide on-site assistance and solutions for all technical, commercial and operational problems, as required
- Respond to and clarify technical and commercial issues for the operators and FBOs in the region, and will work closely with the Programs, Customer Engineering, Field Operations and other P&WC departments to ensure customer problems are resolved to the customer's and company’s satisfaction
What are our expectations:
- Customers flying and satisfied
- Customer reach trough
- Supporting the growing fleet by keeping customers flying while achieving/maintaining target service levels for the fleet (AOG support, DR & Avail)
- Engaging and striving for proactiveness in our services & support
- Representing P&WC and our products at M&O and customer seminars/forums
- Sustain the step change in the customer frontline support delivering a world-class experience by looking after our customers to meet or exceed our customer’s expectations / commitments and company financial goals
- Responsible for managing customers mood and CRM tracking
- Establish P&WC engines and services as the preferred customer choice
- May develop and coach others
