Gestionnaire d’événement client – ROCS / Customer Event Manager – ROCS Event Manager

Overview

Job Title: Customer Event Manager – ROCS
Location: St-Hubert, QC, Canada (in-person)

Employer: Pratt & Whitney Canada. Responsible for on-site client management for engine maintenance events, ensuring a seamless customer experience and alignment with client expectations.

What will your day-to-day look like?

• Responsible for overseeing the commercial and event strategy for all shop visits, collaborating with the operations team to ensure customer orders meet committed deadlines.
• Determine the best actions based on inspection results to provide an optimal solution for the engine event while meeting customer requirements.
• 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 the facility’s representatives in preparation for engine (or engine module) induction.
• Ensure contractual obligations are understood and met by both parties.
• Coordinate with customers on a 3-month engine shop visit forecast, including rental engine needs, for scheduled and unscheduled events.
• Meet ROCS KPIs (CRM compliance, SNI, MFA, sales handoff, etc.).
• Lead and mentor the team to achieve results in a dynamic environment, ensuring commitments to customers are met.
• Prepare analyses and reports; manage SAP and CRM systems.
• Review quotes, cost estimates, and schedules with customers; coordinate solutions to reduce costs and optimize commercial outcomes.
• Lead analysis and implementation of incoming repair forecasts to optimize maintenance planning and operational efficiency.

What do you need to be successful?

• Minimum 8 years of experience with a Bachelor’s degree; minimum 6 years with a Master’s degree.
• Field of study: Engineering, Operations, Business Administration.
• Strong business acumen and ability to build long-term relationships with key customers; excellent written and verbal communication and negotiation skills.
• Analytical mindset to evaluate customer needs and opportunities.
• Team-oriented, self-motivated, flexible, and agile in a fast-paced environment; independent and responsible for results.
• Strong technical expertise and product knowledge (engines).
• Proficiency in MS Office; willingness to learn SAP, CRM, and PowerBI.
• Ability to manage multiple inputs and prioritize workload; critical thinking; well-organized; solution-oriented with a results focus.
• Good communication skills.

Note: This position is in a French-speaking work environment and requires a strong knowledge of English to read, understand, and communicate technical documentation and with international colleagues and clients.

What do we offer?

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation access or public transit program and free parking

Working at Pratt & Whitney Canada

We embrace equality in hiring and consider all qualified candidates. We invite applications from all qualified individuals, regardless of background.

RTX adheres to equal employment principles; all qualified applications will be considered without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, or protected veteran status.