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The Pratt & Whitney Customer Business organization has an exciting opportunity for a Field Service Representative (FSR) located at our Amman, Jordan field service office serving our customer Royal Jordanian and other regional customers. This position provides on-wing support for our customer and requires both technical expertise and the ability to build strong customer relationships. We are searching for a highly motivated and qualified individual to bolster the world class customer support we currently provide.

The position reports to the Customer Fleet Director, Middle East. This team interfaces with the customer powerplant engineering team, Customer Technical Service (CTS), and other responsible P&W organizations to ensure customer operations are supported smoothly. This is accomplished by providing the customer with access to the right tools and organizations within Pratt & Whitney for items such as engine troubleshooting, warranty claims, spare parts and repairs, spare engine allocations, MRO shops, and sales. The FSR also is the point of contact for internal departments to understand what is happening with the customer, using P&W tools daily such as Engine Wise Connect, EData+, and MS Dynamics.

Key responsibilities:

Technical in nature

• Provide the assigned customer(s) with technical and operational program support for various engine groups. This individual will be responsible for coordinating and managing on-wing operational issues, customer concerns, and provide 24-hour comprehensive technical support and customer assistance. A solid working knowledge of aviation gas turbine engines, along with troubleshooting expertise, are the key responsibilities.
• Team player, able to take and give direction to expeditiously solve Customer issues
• Effectively communicate in real time, both clearly and concisely, and in all forms
• Ability to collaborate with other Field Representatives to advance solutions
• Contributes to the business by applying knowledge and skills in multiple functional areas
• The individual is expected to always “go beyond”, as PW customers depend on this level of service to achieve mutual success

Customer relationship

• Operator’s first contact to address all technical and business concerns. The individual must be able to work with a full spectrum of an airline company’s staff, interfacing frequently with all customer employees, from Executives to Line Technicians. The individual should be comfortable representing Pratt & Whitney at key customer meetings.

Ability to work independently

• This position requires 24/7 accessibility for the customer and will rely heavily on troubleshooting abilities with minimal supervision. Candidate must also collaborate with the P&W Hartford CFTs, CTS, and P&W colleagues to provide real time information to understand fleet risk. A successful candidate for this role needs to maintain a positive, empathetic, and engaging professional attitude toward customers and colleagues always.

Experience/Qualifications

Basic Qualifications:

• Demonstrated technical proficiency with jet engine technical data
• Associate’s degree in aviation related field, with aminimum 7 years of experience with commercial / military aircraft engines and directly working with / for airline customers, OR
• Bachelor’s degree in engineering or aviation related field or equivalent, with a minimum of 5 years of experience with maintaining commercial / military aircraft engines and directly working with/for airline customers, OR
• A master’s degree with 3 years of experience with maintaining commercial aircraft engines and directly working with / for airline customers
• Experience in an external facing role
• Demonstrated written and verbal communication skills

Preferred Qualifications a plus:

• Familiarity with Airbus A320 aircraft manuals and OEM engine manuals
• Familiarity with P&W Geared Turbofan engine
• Previously held part 147 aviation maintenance A&P license or similar aircraft engine mechanic experience

This position is located onsite at a P&W customer location. The candidate must be Jordanian national and not requiring any work authorization. Travel up to 20%. After hours onsite support may be required to support airline maintenance windows. The FSR is typically on call outside of core business hours with the support of P&W help desk, CTS, and the Customer Fleet Director.

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