Gestionnaire – Programmes-client Aviation Générale | Manager – General Aviation Customer Service

RTX•Longueuil, QC

2d•Onsite

About The Position

Pratt & Whitney Canada (P&WC) is a global leader in the aerospace industry, headquartered in Longueuil, Quebec. We manufacture next-generation engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters. For nearly 100 years, we have pioneered advancements in engine development, supporting cargo and equipment transportation, wildfire suppression, and passenger travel. Pratt & Whitney Canada was recognized as one of Canada’s Top 10 Employers in 2025 by Forbes and ranked #1 in the aerospace and defense industry in the country. Our headquarters is also listed among the top employers in the Montreal region. These accolades reinforce our reputation as an employer of choice in Montreal, Canada, and worldwide. This role owns the overall product performance and acts as the voice of the customer to ensure that we continuously exceed product performance expectations. The goal is to innovate and develop reliability mitigation plans but also to implement new methods and systems to ensure compliance to airworthiness requirements and to customer commitments across applicable operating conditions. This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

Requirements

Bachelor’s degree with a minimum of 10 years or relevant experience
Master’s degree with a minimum of 7 years of relevant experience
Experience managing a team
Demonstrated leadership skills with the ability to influence others to drive actions to closure
Customer focused and proven customer relationship management skills
Excellent communication skills
Project management
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.

Responsibilities

Drives the customer facing team to step change product and service performance.
Acts as customer and field service interface, and implements improvements based on end user experience.
Performs corrective actions for field issues, special investigations, and product testing.
Owns the execution of long-term strategy and operational direction, for the entire product line.
Owns the establishment and execution of short- to medium-term operational plans for the organization.
Manages a department including multiple contributors in Service Engineering.
Makes key business decisions, defines optimization sourcing strategy across multiple geographic locations, and determines methods to solve complex escalated issues.
Presents updates to executive leadership and stakeholders.
Makes key business decisions in regards to product improvements and customer and field team relationships.
Coordinates, prioritizes and resolves major issues encountered by multiple teams across multiple geographic locations.
Defines optimization sourcing strategy for usage of resources and manpower across multiple geographic locations.
Decides upon methods to solve complex escalated issues that will impact the business and provides recommendations for solutions to executive leadership.
Manages customer agreements and service levels.
Owns strategy for and execution upon key stakeholder issues.
Presents updates to executive leadership to ensure they are well informed.