About the role

AI summarised

The Customer First Event Manager serves as the primary point of contact for Aircraft On Ground (AOG) situations involving Pratt & Whitney Canada (P&WC) engines. This role requires rapid response, coordination across internal and external teams, and effective communication to ensure timely return-to-service outcomes. The manager is responsible for managing AOG events from initiation to closure using CRM systems, leading daily meetings, generating reports, and maintaining high standards of customer etiquette and protocol.

AerospaceOnsiteAftermarket & Service

Key Responsibilities

Act as the focal point for all AOG-related matters, responding promptly to notifications and initiating necessary protocols
Initiate immediate contact with P&WC personnel during AOG or urgent situations via phone call
Assess customer needs and requirements accurately and provide logistical and commercial support for service-related problems
Collaborate with cross-functional teams including maintenance, operations, logistics, and quality assurance for coordinated AOG response
Act as liaison between Customer First and internal groups such as Spare Parts, rental engines, MRT, Programs, warranty, and service investigation
Establish and maintain effective communication channels with internal and external stakeholders including airline operations and regulatory authorities
Maintain accurate and up-to-date records of AOG events in CRM system, including timelines, actions taken, and resolutions
Conduct and lead the daily CFirst AOG meeting and generate/issue the CFirst AOG report each business day
Coordinate allocation of resources and liaise with maintenance, part, and replacement asset providers to secure necessary support
Ensure clear, timely, and concise communication of AOG status, progress, and resolution timelines until aircraft return to service

Requirements

Bachelor’s degree in engineering, business, or a related field
5 years of customer account or program experience in the aerospace industry or logistics environment
Proven ability to manage high volumes of calls, emails, and competing priorities in fast-paced environments with accuracy and composure
Strong proficiency navigating enterprise IT platforms such as CRM, SAP, and Outlook with agility to learn new systems
Customer-focused mindset with strong sense of urgency, sound judgment, excellent decision-making and problem-solving skills
Proactive, results-driven attitude; hands-on experience in assembly, inspection, or engine/APU maintenance is an asset
Experience in aerospace and aero engine knowledge is preferred