Gestionnaire de la Mise-en-Service des programmes moteurs | Service à la Clientèle, s moteur / Customer Service Entry-into-Service Manager

RTX•Longueuil, QC

3d•Onsite

About The Position

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters. For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world. Pratt & Whitney Canada was named one of Canada’s Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world. Pratt & Whitney continues to invest in new engine technology and design for future aircraft installations. With these new strategic programs, we are writing the next chapter of engine offerings in multiple markets. This drives the need for Customer Service leadership for successful entry-into-service of these new products. In the Entry-Into-Service (EIS) Center of Excellence (CoE), we’re implementing strategic positions to manage the preparation for Entry-into-service for all future engine product lines. This specific role will focus on ensuring customer expectations are exceeded at EIS and that all our Customer Service departments are ready to support the engines delivered into the field. The role will also focus on the technical, operational and commercial challenges of new programs, mitigation activities required prior to EIS, and impact scenarios to significant concerns. This role will also play a key part in shaping how our customers learn, interact with, and experience our next-generation engines. As part of the EIS Center of Excellence, the selected candidate will, among other things, help strengthen our customer training foundation, elevate technical publications for clarity and usability, and incorporate human factors principles to anticipate how pilots, maintainers, and support teams will engage with new technology. This position allows the employee to flex across disciplines as program needs evolve, while helping Pratt & Whitney Canada deliver an intuitive, safe, and seamless operational experience for every customer. We’re looking for a service engineer with experience, background and passion in project management and customer service lifecycle to help drive the entry-into-service of our new engine programs. If you are highly customer centric, enjoy a dynamic team environment and have experience in aerospace product support, then this opportunity is for you.

Requirements

Bachelor’s degree with a minimum of 8 years of pertinent experience
Master’s degree with a minimum of 5 years of pertinent experience
Field of studies: Aeronautics, Aerospace Engineering, Mechanical or Electrical Engineering
Strong project management skills is a key competency in this role
Good commercial and technical judgment
Good technical product knowledge (engines)
Curiosity and strong customer-empathy mindset, with the ability to anticipate how design choices impact the people operating our engines.
Ability to synthesize complex technical differences into clear, customer-ready insights.
Strong people and communication skills
Solid computer skills (PowerPoint, Excel, Word, Access, etc.)
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.

Nice To Haves

Background with engine maintenance, repair or overhaul is an asset
Previous direct customer interface is an asset
Experience or strong interest in training development, technical publications, or human-factors considerations is beneficial.

Responsibilities

Coordinate entry-into-service activities with program teams and multiple aftermarket disciplines that could include MRO facilities, service centers, mobile repair teams, part distribution, rental engines, tooling, technical publications, commercial services, warranty, part distribution, technical publications, digital technologies, product performance, advanced engine health management.
Collaborate closely with engineering, marketing, operations and business development and subject matter experts to define, monitor, track, and influence new engine programs deliverables.
Interface directly with partner and suppliers.
Lead innovation activities to change the game in product and service experience.
Use CORE methods to define efficient and standardized best practices for future product EIS
Incorporate lessons learned and best practices into all EIS Programs
Leverage digital technology, including AI, to enable predictive analytics, proactive and personalized support to our customers.
Conduct simulation events to identify system gaps and to develop necessary mitigation.
Prepare business cases and manage budget.
Prepare reports and presentations for senior leadership.
Maintains effective communications with key stakeholders, multidisciplinary and global team members.
Contribute to readiness plans by highlighting user-experience gaps and supporting cross-functional teams in developing solutions that reduce friction at entry-into service.
Support scenario-based evaluations, simulations, and real-world use-case reviews to surface subtle issues before they reach the field.
Bring customer-lens to technical, operational and training discussions, helping translate engineering intent into clear, actionable guidance for users.