01833888 Spécialist(e) d'événements AOG CFirst | Specialist, CFirst AOG Event Management

RTX•Longueuil, QC

2d•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. The Customer First Centre of Pratt & Whitney Canada provides technical and AOG (Aircraft on Ground) assistance, leading in the aspect of customer service and support. Our goal is to keep the fleet flying. This customer-facing organization works closely with internal and external organizations to ensure customer requests are resolved promptly and acts as liaison between the different organization, such as Spare Parts, Rental Engines, Mobile Repair team, Customer Engineering groups, Chief Engineering team, Technical Publications, Warranty, and many more. As the CFirst AOG Event Manager, you are the main point of contact for all aircrafts on ground (AOG). In addition, this role is critical in ensuring the efficient management and resolution of issues that may arise when an aircraft is grounded unexpectedly. The primary responsibility is to coordinate and facilitate the necessary actions to minimize the downtime of the aircraft and restore it to operational status as quickly as possible.

Requirements

Bachelor’s degree in Engineering, Business Administration, or related fields (Master’s degree preferred).
Minimum of 5 years experience in working in the aerospace industry and/or in a logistics environment.
Experience in dealing with a fast-paced environment with high volume of calls and emails.
Comfortable in working with multiple IT platforms (CRM, SAP, Outlook, etc.).
Must be customer oriented and have a sense of urgency.
Excellent decision-making and problem-solving skills.
Must possess a “go-getter” style mentality in dealing with complex situations.
Able to challenge the support plan to ensure the best support is given to the customer.
Work on a shift rotation schedule, which includes working on weekends and holidays.
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

Technical hands-on experience in assembly, inspection, or engine / APU maintenance experience (an asset)

Responsibilities

Act as the focal point for all AOG-related matters, responding promptly to notifications and initiating the necessary protocols.
Coordinate with relevant stakeholders, including maintenance teams, suppliers, and operational personnel to expedite the resolution process.
Initiates immediate contact (phone call) with P&WC personnel during AOG or urgent situations.
Accurately assesses the customer's needs and requirements.
Provides logistical and commercial support for service-related problems encountered in operation of P&WC engines.
Always work to provide the best support plan to P&WC customers.
Establish and maintain effective communication channels with internal and external stakeholders, including airline operations, maintenance teams, suppliers, and regulatory authorities.
Ensure clear, timely, and concise communication of AOG status, progress, and resolution timelines to all involved parties until the aircraft has returned to service.
Maintains a high standard of etiquette and protocol with the customer during any form of contact.
Assess return to services resource requirements, including mobile repair team, spare parts, replacement assets, tooling, to address the AOG situation efficiently and effectively.
Coordinate the allocation of resources and ensure that they are deployed in a timely manner to expedite the troubleshooting and repair process.
Liaise with maintenance providers, part providers, and replacement asset provider to secure necessary manpower, parts, expertise, engine, and support.
Maintain accurate and up-to-date records of AOG events, including timelines, actions taken, and resolutions achieved.
Responsible to generate and issue the CFirst AOG report on each business day.
Effectively document and manage events with CRM (Customer Relationship Management) system for all customer interactions, including commitments, timelines, actions taken, and resolutions achieved from initiation to closure.
Provides acknowledgement to the customer that a Case has been raised and is in process.
Collaborate with cross-functional teams, including maintenance, operations, logistics, and quality assurance, to ensure a coordinated and efficient response to AOG events.
Acts as liaison between CFirst and the appropriate internal groups: Spare Parts, rental engines, MRT, Programs, DAA, PPH, warranty, publications, service investigation, executive team, etc.
Participate in post-event debriefings (DIVE) and collaborate with relevant departments to implement improvements in AOG response procedures.
Stay informed about emerging technologies and industry best practices related to AOG management.
Generate analyses to identify trends, areas for improvement, and lessons learned to enhance future response capabilities.