OCE Program Customer Technical Service Engineer - Onsite

Date Posted:

2025-02-19

Country:

United States of America

Location:

PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Position Role Type:

Onsite

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

Security Clearance:

None/Not Required

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond? What is my role type? In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment.

What You Will Do:

• Work directly with airline customers and Maintenance, Repair and Overhaul (MRO) engine shops around the world that operate PW4000/2000 powered aircraft specific to Controls/Systems and Engine Hot sections

• Provide guidance and recommendations regarding on wing and off wing operational troubleshooting and problem resolution, service bulletin retrofit activities and engine manual interpretation.

• Other activities include participation in airline customer meetings, conferences, customer council calls as well as releasing All Operator Communication wires and Service Information Reports.

• Initiate technical data development of Engineering Authorization (EA), Special Instructions and other documents for on wing and engine shop maintenance data for Aircraft Maintenance Manual (AMM), Engine Manual (EM), Clean, Inspect and Repair (CIR), and Maintenance Planning Guide (MPG) in support of airline customers.

• In addition, provide technical support, work scope development and investigative services to MRO engine shops and repair centers around the world.

• Interface with the following organizations to ensure clear, accurate and timely data development of engine inspection/maintenance data:

• Aftermarket and Sustainment Engineering (ASE) Repair, Fleet Management Programs (FMP), Customer Service/Client Managers, MRO/Engine Overhaul organizations, Standard Practices, CIPT's and Chief Engineers office, Structures, and Performance Analysis groups.

• Provide technical support interface with Pratt & Whitney Product Safety, Certification & Validation (PSCV) as well as airframer teams regarding the modification, inspection, and maintenance of engines.

• Ensure all technical data procedures are available; provide authorizing documentation and technical guidance as necessary.

• Triage urgent and Aircraft-On-Ground requests. 

• Ensure customer expectations are established, and communication is maintained until final case resolution.  

• Evaluate data provided and provide troubleshooting and continue-in-service guidance and recommendations. 

• Assist customer engineers, maintenance control technicians and Pratt & Whitney's Field Service Representatives (FSR) in resolving on-site technical challenges.

• Maintain detailed documentation of incidents, troubleshooting steps, and resolutions in Microsoft Dynamics case management tool (EagleNet).

• Provide support to our MRO network for urgent technical issues that may be causing work stops or delays.

• Continuously improve support processes by identifying recurring issues and proposing solutions.

• Stay up to date on the latest technical issues, troubleshooting enhancements and product information. Participate and contribute to engineering change activity with responsible CIPT’s

• Monitor customer feedback and provide insights on how to improve customer experience.

• Ability to cover on occasion customer issues, including nights, weekends, and holidays.

Qualifications You Must Have:

• Bachelor's Degree and 8 years of experience in Aerospace Engineering, Mechanical Engineering, Airline Engineering / Operations or Technical Support in a Customer facing role or ad Advanced Degree and 5 years of experience in Aerospace Engineering, Mechanical Engineering, Airline Engineering / Operations or Techni