Sr. Field Service Representative (Onsite)

RTX•Dania Beach, FL

1d•Onsite

About The Position

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future. At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond? The Pratt & Whitney Customer Support team, within the Customer Business Organization (CBO), has an exciting opportunity for a Florida-based on-site Pratt & Whitney (P&W) Senior Field Service Representative (FSR) supporting a V2500 and GTF customer. The 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 in the Americas region. The Sr. FSR will interface with the customer’s Powerplant Engineering team, P&W Customer Technical Service (CTS), and other internal 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 P&W for items such as engine troubleshooting, warranty claims, spare parts & repairs, spare engine allocations, MRO shops, and sales. The Sr. 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.

Requirements

Demonstrated technical proficiency with jet engine technical data
Experience in an external facing role
Bachelor’s degree in Engineering or Aviation Maintenance and 10 years of prior experience as listed above or Advanced Degree in a related field and 7 years’ experience as listed above.

Nice To Haves

Demonstrated written and verbal communication skills
Familiarity with Airbus A320neo and CEO aircraft manuals and OEM engine manuals
Previously held part 147 aviation maintenance A&P license or similar aircraft engine mechanic experience

Responsibilities

Provide the assigned customer with technical and operational program support for applicable engine . 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 preferred.
Be the customer’s first point of contact to address all technical and operational needs. The individual must be able and comfortable working with multiple levels of the customer – from Executives to Line Technicians. The individual should be comfortable representing and advocated for the customer at P&W meetings. This position is on-site at the P&W field office in Fort Lauderdale, Fl. Afterhours on-site support may be required to support airline maintenance windows. The Sr. FSR is typically on-call outside of core business hours with the support of P&W help desk, CTS, and the Customer Fleet Director.
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-based CFT, 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 collaborative professional attitude toward customers and colleagues at all times. This position may require up to 20% travel. Travel may include accompanying customer to annual Operator conferences, supporting annual Field Service Rep meeting, and facilitating customer-elected shop tours.
Serve as the eyes and ears of the customer while being co-located and on-site with customer team. Advocate for the customer and relay customer concerns to the CFT and applicable internal stakeholders Meet weekly, if not daily, with the CFT to align on customer activities and address customer needs and wants