Das Pratt & Whitney Canada Customer Service Centre Europe, kurz: CSC, ist ein Gemeinschaftsunternehmen der gleichberechtigten Partner MTU Maintenance Berlin-Brandenburg und Pratt & Whitney Canada (P&WC). Es ist verantwortlich für die Marketing- und Vertriebsaktivitäten für P&WC-Triebwerke und betreut Kunden in Europa, Afrika sowie im Nahen und Mittleren Osten. Die akquirierten Instandsetzungsaufträge werden von der MTU Maintenance Berlin-Brandenburg oder weiteren Standorten im weltweiten Pratt & Whitney Canada Service Centre-Netzwerk ausgeführt. Für unseren Standort in Ludwigsfelde bei Berlin suchen wir: 

Customer Manager (all genders)

Code: CSC / Customer Management

Ihr Aufgabengebiet:

Function description:

  • Manage key strategic customer accounts and FMP engine maintenance contracts, driving benchmark satisfaction levels.
  • Primary liaison between customers and P&WC in support of customer’s maintenance activities.
  • For each assigned customer establish service levels and manage suppliers (repair facilities) to customer expectations.
  • Own, maintain and drive action items for assigned customers to achieve strategic objectives.
  • Accountable for managing contract financial performance.

Responsibilities:

  • Manage the assigned maintenance programs to meet contract objectives and to align customer expectations with contract commitments.
  • Ensure proper contract fulfilment in accordance with the customer specifications, company policies and the contract / legal requirements.
  • Actively monitor contract status, manage key contract performance indicators and own customer dashboards.
  • Build and maintain relationships at all levels with the customer to identify customer service needs, to tailor the service offering and enhance customer satisfaction.
  • Work with customers to develop mutually agreed engine event forecasts, to optimize and then execute their engine removal plan with the assigned repair facilities and lease engine availability.
  • Support internal customer service teams (Field Support Managers, CFirst Help Desk, MRT/Rental Command Centre) to coordinate aircraft-on-ground events, mobile repair team or lease engine requests to ensure a high level of responsiveness.
  • Own, maintain and drive resolution to integrated Rolling Action Items Lists (RAIL) and briefing papers for assigned customers.  Provide continuous and timely customer feedback.
  • Support new contract proposals and the preparation of contract amendments, specifications, contract review material and reports as required to address the customer requirements.
  • Work with customers to resolve any contractual disputes or deviations and to negotiate contract changes as may be required.
  • Manage and control contract costs through workscope, cost estimate and invoice review.  Work with the service centre facilities and the customer to identify and implement cost reductions and engine maintenance improvements.
  • Perform regular customer site visits including on-site contract reviews with operators to identify improvements and beneficial contract changes.
  • Provide commercial and technical input for new contract proposals and management reviews.

Ihr berufliches Know-how:

The ideal candidate will have extensive customer account / contract management experience in aviation and preferably with experience relating to aircraft gas turbine engines. A strong commercial ability and experience in managing customer relationships and negotiations is essential. A technical background in engineering and/or aircraft maintenance would be highly useful, as would a postgraduate business qualification.  The position requires someone with excellent communication and interpersonal skills who can establish a high level of trust and credibility with the customer’s senior management.

  • Field of studies: Aerospace Engineering, Engineering, or Business Administration (but with good technical knowledge);
  • Bachelor and/or Master Degree with 8 to 10 years’ experience is desirable (other technical qualifications will be considered);
  • Experience in Aerospace;
  • Demonstrated leadership in customer account management;
  • Capable to communicate at an executive level;
  • Proficient project management skill set;
  • Strong commercial/business acumen;
  • Languages: This position is part of an English-speaking work environment and 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.  French speaking ability is desirable;
  • Computer Systems: CRM; Microsoft Office (advanced Excel skills); SharePoint; SAP;
  • Travel throughout the UK and EMEA and occasionally to Canada will be required.

Unser Angebot:

Wir investieren mit einem umfangreichen Weiterbildungsangebot und maßgeschneiderten Entwicklungsprogrammen in Ihre fachliche und persönliche Entwicklung.

Wir bieten Ihnen eine Reihe von Zusatzleistungen an: eine attraktive Altersversorgung gehört für uns ebenso dazu wie umfangreiche Maßnahmen zur Vereinbarkeit von Familie- und Berufsleben, zum Beispiel mit unseren Arbeitszeitmodellen oder der Möglichkeit zu mobiler Arbeit. Darüber hinaus bestehen unternehmensnahe Angebote im Bereich Gesundheit und Fitness. Neueinsteiger:innen unterstützt das Pratt & Whitney Canada Customer Service Centre Europe individuell beim Umzug in den Großraum Berlin.

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