Customer First Event Manager

What You Will Do

• Act as the focal point for all AOG-related matters, responding promptly to notifications and initiating the necessary protocols.

• Initiates immediate contact (phone call) with P&WC personnel during AOG or urgent situations.

• Accurately assesses the customer's needs and requirements.

• Provides logistical and commercial support for service-related problems encountered in operation of P&WC engines.

• Collaborate with cross-functional teams, including maintenance, operations, logistics, and quality assurance, to ensure a coordinated and efficient response to AOG events.

• Acts as liaison between CFirst and the appropriate internal groups: Spare Parts, rental engines, MRT, Programs, DAA, PPH, warranty, publications, service investigation, executive team, etc.

• Always work to provide the best return to service plan to P&WC customers

• Establish and maintain effective communication channels with internal and external stakeholders, including airline operations, maintenance teams, suppliers, and regulatory authorities.

• Ensure clear, timely, and concise communication of AOG status, progress, and resolution timelines to all involved parties until the aircraft has returned to service

• Maintains a high standard of etiquette and protocol with the customer during any form of contact.

• Coordinate the allocation of resources and ensure that they are deployed in a timely manner to expedite the troubleshooting and repair process.

• Liaise with maintenance providers, part providers, and replacement asset provider to secure necessary manpower, parts, expertise, engine, and support.

• Maintain accurate and up-to-date records of AOG events, including timelines, actions taken, and resolutions achieved.

• May be responsible to conduct and lead the CFirst AOG meeting on each business day.

• Responsible to generate and issue the CFirst AOG report on each business day.

• Effectively document and manage events with CRM (Customer Relationship Management) system for all customer interactions, including commitments, timelines, actions taken, and resolutions achieved from initiation to closure.

  Qualifications You Must Have

  • Bachelor's degree in engineering or business or related field.

  • 5 years of customer account or program experience in the aerospace industry or in a logistics environment.

  • Proven ability to excel in fast-paced environments managing high volumes of calls, emails, and competing priorities with accuracy and composure.

  • Strong proficiency navigating multiple enterprise IT platforms (e.g., CRM, SAP, Outlook) with the agility to quickly learn new systems.

  • Customer-focused professional with a strong sense of urgency, sound judgment, and excellent decision-making and problem-solving skills.

  • Proactive go-getter with a results-driven mindset hands-on experience in assembly, inspection, or engine/APU maintenance is an asset.

  Qualifications We Prefer

  • Experience in the Aerospace and Aero Engine knowledge.

  What We Offer

  • Career and skills development opportunities.

  • Employee scholarship program for further education.

  • Comprehensive health, medical and dental benefits.

  • On-the-job training and in-house/external certifications.

  • Competitive renumeration package.

  • Allowance and overtime benefits where appliable.

  • Company transport provided.