About the role
As an MRO Customer Service Manager at Pratt & Whitney Canada, you will serve as the primary on‑site point of contact for customers before, during, and after engine service events. Your role will be pivotal in ensuring a seamless and positive customer experience while aligning with their expectations.

Completely on‑site in St‑Hubert, full‑time (Monday–Friday) with flexible hours.

Responsibilities

Oversee the commercial and event strategy for all shop visits, collaborating with operations to keep customers’ orders on track.

Determine the best course of action after inspections to provide optimal solutions for specific engine events while meeting customer demands.

Build long‑lasting relationships with customers and enhance the repair station’s reputation.

Monitor customer satisfaction and coordinate corrective actions when necessary.

Communicate customer requirements and expectations to facility representatives in preparation for engine induction.

Ensure contractual obligations are understood and met by both parties.

Liaise with customers to manage a 3‑month engine shop‑visit forecast, including rental engine requirements for all scheduled and unscheduled events.

Meet all KPIs (CRM compliance, SNI, MFA, sales handoff, etc.).

Empower the team to achieve results in a changing environment, while selecting, training, and mentoring professionals and holding them accountable for customer commitments.

Prepare analyses and reports, and manage SAP and CRM systems.

Review quotes, cost estimates, and scheduling with customers, coordinating solutions to reduce costs and deliver optimized commercial outcomes.

Lead the analysis and implementation of incoming repair forecasts to optimize maintenance planning and operational efficiency.





Qualifications

Minimum 8 years of experience with a bachelor’s degree.

Minimum 6 years of experience with a master’s degree.

Field of study: engineering, operations, business, or administration.

Strong business sense and analytical mindset to assess customer opportunities.

Excellent written and verbal communication skills, including negotiation.

Team player, self‑motivated, flexible, agile in a fast‑paced environment.

Independence and accountability for achieving results.

Solid technical expertise and product knowledge (engines).

Proficiency in MS Office and willingness to learn SAP, CRM, and PowerBI.

Ability to manage multiple requests simultaneously and prioritize workload.

Critical thinking, well organized, solution‑oriented, and results‑driven.

Very valuable knowledge of English for reading, writing, and communicating with international customers and suppliers.

Benefits

Pension and savings plan with employer contributions.

Group insurance program.

Opportunities for advancement (career progression).

Merit or recognition program.

Health and wellness program, including virtual health care.

Recreational and sports club.

Nearby daycares.

Transportation accessibility or public transit program and free parking.

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.

This position is part of a French‑speaking work environment and requires a very good knowledge of English for daily documentation and communication with international clients and colleagues.

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📌 Gestionnaire du service client MRO (Gestionnaire des événements ROCS) | MRO Customer Service Ma[...] (Quebec City)
🏢 Pratt & Whitney
📍 Quebec City