United Technologies Corporation Customer Fleet Director / Customer Support - China Pratt & Whitney in East Hartford, Connecticut

Job ID: 50545BR

City: East Hartford

State: Connecticut

Country: United States

Category: Customer Service

Job Type:


Pratt and Whitney is seeking a Customer Fleet Director (CFD) to be the primary point of contact for commercial

airline customers

The CFD will work closely with the Regional Customer Fleet Director and Airline Customer Focus Team

(s) to drive customer satisfaction and act as the focal point for issues the customers may experience

operating and maintaining IAE and P&W products.

The CFD is the voice of the customer at IAE and P&W and the voice of IAE and P&W at the customer.

The CFD position entails three main responsibilities; Technical, Business and supervision & career

development of direct report field representatives.

Typical Business responsibilities include:

Manage the customer relationship to ensure we provide seamless service. Ensure customer satisfaction

using formal and informal customer feedback. Drive internal organizations’ action plans and

continuously monitor and provide customer input to address and resolve customer issues.

Work closely with P&W Engine Services in the management of IAE Fleet Hourly Agreements (FHAs)

and P&W Fleet Management Programs (FMPs).

Work with customer and internal organizations to develop support proposals to address non-contractual

warranty claims.

Identify and communicate sales and service opportunities to appropriate business unit and sales


Typical Technical responsibilities include:

Develop and coordinate entry into service plans to ensure smooth integration of new products into your

customers’ fleets.

Using customer input and other intelligence, provide accurate shop visit forecasts for the IAE and P&W

powered fleets. Maintain the forecast monthly and communicate shop visit requirements and changes

for planning purposes.

Work with Customer, Customer Technical Service, Programs, Spares and Fleet Teams to develop and

execute fleet management plans aimed at resolving fleet technical issues. Serve as focal for

communicating plans and coordinating resources required to minimize operational disruptions.

Proactively manage emerging fleet technical issues. Anticipate new issues by monitoring airline’s

reliability performance. Establish joint improvement plans with airline and execute.

Typical Supervision responsibilities include:

Provide direction and leadership for the team to provide 24/7 support to address critical customer


Ensure field office staffing satisfies customer and business needs. Prepare and maintain succession

plans for critical positions.

Guide field personnel career development to both improve proficiency in their current assignment and

develop relevant skills to fulfill future goals.

Travel: 10-15%


Basic Qualifications:

Bachelor's degree

10+ years' experience in the aerospace industry

Preferred Qualifications:

Master's degree

Program Management & Customer Management experience

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.