Customer Manager

Pratt & Whitney Canada Customer Service Center Europe GmbH (CSC) is an aerospace Joint Venture Company between Pratt & Whitney Canada (P&WC) and MTU Maintenance Berlin-Brandenburg GmbH (MTU) providing overhaul and repair services, customer support and spare engine sales to operators of P&WC products within Europe, Africa and the Middle East. We add value by leveraging the services and relationships of both partners in providing integrated solutions to delight our customers. For our location in
Ludwigsfelde (near Berlin)
we are looking for:

Customer Manager (all genders)
Code: CSC / Customer Management
The Customer Manager will be the focal point for the management of multiple 'pay per hour' Fleet Management Program (FMP) engine maintenance contracts for operators in the EMEA region flying P&WC powered aircraft. The role reports to the Director Commercial Programs (EMEA) and is part of a wider programs team based in the UK, Europe and Canada. As part of the commercial programs team your mission will be to engage, empower, and inspire our cross functional teams to deliver a 'best in class' customer experience, to develop innovative solutions, and to drive value into products and services for all of our markets.

*Your tasks:
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.

*Your profile:*
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. Arabic speaking ability is desirable;
• Computer Systems: CRM; Microsoft Office (advanced Excel skills); SharePoint; SAP;
• Travel throughout EMEA, mainly in Middle East and occasionally to Canada will be required.

*Our offer:*
It is our self-image to invest in the professional and personal development of each employee by providing a comprehensive range of further education and tailor-made development programs. Besides, you will be working very closely with other departments within our company and the group allowing you deep insights and good understanding of our business.

In addition to a broad range of benefits provided by collective agreements and beyond by CSC, we offer a range of further services tailored to your needs: Measures to balance work and family life are just as important to us as a personal retirement plan. Also, CSC is involved in health and fitness.

As a technology company, women with a qualified education are also very important to us. Your applications are especially welcome

*Ready?*
Then give your career a boost and send us your complete dossier, the earliest possible start date, and your salary expectations through our online application form that you can access directly from this page.

We are looking forward to meeting you