United Technologies Corporation Customer Fleet Director / Customer Support - China Pratt & Whitney in East Hartford, Connecticut
Job ID: 50545BR
City: East Hartford
Country: United States
Category: Customer Service
Pratt and Whitney is seeking a Customer Fleet Director (CFD) to be the primary point of contact for commercial
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
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
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.
10+ years' experience in the aerospace industry
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.