Digital Engine Services Senior Aftermarket Support Specialist

Key Skills

Analytical and Problem solving, Data science techniques, Effective communication skills, PowerBI, Teamwork

Job Description

What will your daily life look like? 

• Lead technical support for customers/aircraft operators/aircraft manufacturers worldwide for engine data acquisition and transmission systems, proactive engine health monitoring services and oil analysis services .
• Lead internal technical support for DES systems, with the frontline call center.
• Lead all DES technical communications, internally and with customers/operators.
• Conduct engine performance reviews and operational trends for specific engines, on a daily basis.
• Review anomalies, deviations in trends and identify signatures and symptoms in performance trends.
• Evaluate motor controller error codes (FADEC), limit shifts and other events.
• Review oil analysis results, in coordination with oil pressure and temperature trends, to provide oil system health assessments when necessary.
• Conduct continuous improvement studies to maximize engine maintenance. Understand the impact of different mission types, environment and other fleet characteristics to provide specific maintenance recommendations. Initiate Service Bulletins (SB) and revisions to airworthiness documents Engine Maintenance Manual (EMM) and Fault Identification Manual (FIM).

What you need to succeed 

• Bachelor's or master's degree in engineering, aerospace specialty or equivalent with 7 years of experience in customer service engineering in the aviation field.
• Excellent understanding of aircraft systems.
• Experience in engine maintenance activities and demonstrated understanding of trend analysis as applied to engine health as well as knowledge of Instructions for Continuing Airworthiness (ICA) document management.
• Experience in customer interface and first line support, with an understanding of the aerospace industry customer base.
• Experience in the field of information science is an asset.
• Experience with reporting tools, such as PowerBI, is an asset.
• Understanding of engine performance calibration, trend analysis and engine control systems
• Experience with ICA documentation, drawings and interpretation of specifications.
• Ability to communicate and provide technical expertise with employees and external customers.
• Listening skills, high level of autonomy and strong analytical skills.
•  Flexible, able to adapt to rapid changes of direction.

What awaits you

• Deferred Compensation Leave Program
• Daycare for young children
• Career advancement and education programs
• Flexible hours
• Leadership programs and training
• Range of benefits, savings plan and retirement plan
• Financial assistance program for parental leave
• Recognition and reward program

Diversity, Equity and Inclusion

The masculine generic is used without discrimination and only for the purpose of lightening the text. P&WC subscribes to the principle of employment equity and is committed to encouraging diversity and inclusion. We are pleased to consider applications for employment from all qualified applicants without regard to race, color, religion, sexual orientation, gender, national origin, age, disability, veteran status or any other status. protected by law.

Who we are?

At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.

Our expectations

A Senior Digital Engine Services (DES) Aftermarket Support Specialist is required to lead technical support to customers/aircraft operators across the world for DES engine data acquisition and transmission systems, ProActive services, and Oil Analysis technology. This position is responsible for both Entry Into Service and in-service activities, including coordination and support of DES services with internal Front Line organizations and coordination of DES technical communications, both internally and with customers/operators/aircraft Original Equipment Manufacturers (OEMs).

The candidate needs to be a driven individual that can employ their industry experience with individual dynamism that can bring the front-line customer service team together to deliver comprehensive solutions. Excellent understanding of field and line maintenance activities, superior communication and people skills, as well as information technology skills are fundamental. The candidate shall have extensive technical knowledge and experience with P&WC engine models and demonstrated understanding of engine performance health trending. The candidate shall also have knowledge of the ICA management.

The individual is recognized as highly self-motivated and a fast learner with strong communication, cross-functional teamwork, and problem-solving skills. The individual must have strong abilities to interface with customers, operators, aircraft maintenance personnel, engineers and OEMs to successfully complete projects and deliver world-class front-line services. Moreover, excellent analytical skills, proficiency in big data analysis methods and tools will also be contributors to the success of the individual selected. Finally, the candidate will be focused on lifelong learning and being recognized as an expert in their service support field.

What your day to day will look like?

• Technical support to customers/aircraft operators/aircraft manufacturers across the world for DES Services (Customer Service, ProActive and Oil Analysis Technology services).
• Provide technical support of DES services with Front Line organizations.
• Provide DES technical communications internally and with customers/operators.
• Review engine performance and operability health trends for selected engines as a daily data analysis service.
• Review engine anomalies, trend shifts and identify deterioration symptoms & signatures.
• Evaluate engine FADEC fault codes, exceedances and other events.
• Review oil analysis reports in conjunction with MOP and MOT trends to provide oil system health assessments where applicable.
• Perform continuous improvement studies to maximize engine time on wing, understand the impact of various missions, environments, and other fleet characteristics to design customized recommendations for specific operators and initiate issuance of new SBs and FIM / EMM revisions.

The tools you need to be successful

• Bachelor of engineering degree or equivalent with 7 years' experience.
• Strong understanding of aircraft systems.
• Experience with field and line maintenance activities and demonstrated understanding of engine performance health trending along with knowledge of the ICA management.
• Customer interface experience and front-line support with understanding of aerospace industry customer base.
• Data science experience is an asset.
• Experience with reporting tools, such as PowerBI is an asset.
• Understanding of engine performance calibration testing, trend monitoring practices and engine control systems.
• Experience with ICA documentation, drawings and specification interpretation.
• Ability to communicate and provide technical expertise with internal employees and external customers.
• Great listening abilities, high level of autonomy and strong analytical mind.
• Flexible, able to adapt to rapid change of direction.

What we offer

• Long-term deferred compensation programs
• Daycare for young children
• Advancement programs to enhance education skills
• Flexible work schedules
• Leadership and training programs
• Comprehensive benefits, savings and pension plans
• Financial support for parental leave
• Reward programs for outstanding work