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Manager - Field Service Representative (FSR), Monterrey, Mexico (local position)

Job Description

The Pratt & Whitney Customer Business organization has an exciting opportunity for a Monterrey, Mexico based on-site Pratt & Whitney Field Service Representative (FSR) with a dynamic customer base. 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, Americas, for the Monterey field office. 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 EngineWise 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, is a must.

·       A successful candidate must be able to support the development of presentations and deliver material to the customer when required.

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 to routinely represent 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 at all times.

This position is located onsite at a P&W customer location.

·       The candidate must have required work authorization. The company will not sponsor immigration or support relocation.

·       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 (Located in the U.S.)

·       Travel up to 25%.

Experience/Qualifications

Basic Qualifications:

·       Demonstrated technical proficiency with jet engine technical data

·       Experience in an external facing role

·       A University Degree in Engineering, Science, Technology, or Mathematics and minimum 10 years prior relevant experience or Advanced Degree in a related field and minimum 7 years’ experience.

·       Bilingual - Spanish and English speaking (MUST)

·       Demonstrated written and verbal communication skills

Preferred Qualifications:

·       Familiarity with Airbus A320 and Embraer E190/E195 aircraft manuals and OEM engine manuals

·       Previously held part 147 aviation maintenance A&P license or similar aircraft engine mechanic experience-Desired but not mandatory

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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