Senior Manager, Customer Service – Entry-into-Service Center of Excellence

Date Posted: 2026-07-29

Country: Canada

Location: CA-QC-LONGUEUIL-J01 ~ 1000 Blvd Marie-Victorin ~ J01 BLDG

Job Title: Senior Manager, Customer Service – Entry-into-Service Center of Excellence *English follows*

About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make our engines more powerful and reliable. Our engines support essential missions, from passenger and cargo transport to emergency medical services, humanitarian operations, and wildfire fighting, all around the world.

An Employer of Choice

Pratt & Whitney Canada has been recognized as one of Canada’s top employers in 2026 by Forbes, for the 11th consecutive year. The company has also ranked first among aerospace and defense employers in the country. Additionally, our headquarters continues to be among the top employers in the Montreal region. Together, these accolades confirm our reputation as an employer of choice in Montreal, Canada, and globally.

The position is full-time, Monday to Friday, with flexible hours in Longueuil and is conducted exclusively in person.

Why Join the Team?

Within the Entry-into-Service (EIS) Center of Excellence for new Engine Programs, we believe that everything starts with our employees. We foster a knowledge-sharing and inclusive culture by offering opportunities for development, innovation, and growth. We position our products and services as the preferred choice for our customers by ensuring world-class reliability and a customer-focused approach. We build customer relationships through deep market knowledge and the development of tailored solutions. We optimize all these actions through the use of technology, we prioritize proactivity, we commit collectively, and we always act with integrity and respect.

We are seeking a passionate candidate with experience in personnel management and program management to lead a team responsible for critical pre-delivery activities of our new engines. We have an excellent career opportunity for someone who is highly customer-focused and wants to join a dynamic team.

The position is full-time in Longueuil and is conducted exclusively in person.

What Will Your Day-to-Day Look Like?

As a Senior Manager within the Entry-into-Service (EIS) Center of Excellence, you will directly supervise a team of specialists dedicated to the various disciplines of post-delivery activities. You will drive the organizational preparation of the Customer Service by collaborating directly with EIS program managers, various departments of the Customer Service, customer program teams, engineering, marketing, Operations, and various international teams. You will oversee the EIS budgets for all programs and be responsible for defining and managing the EIS knowledge base. This position requires a high level of leadership, problem-solving, fostering consensus among multiple stakeholders, and regular reporting to P&WC’s senior management. You will, among other things:

• Supervise a team of specialists responsible for the pre-delivery preparation of our new engine programs.
• Lead the governance of the entry-into-service programs (EIS) and drive activities with the various disciplines of the Customer Service, including MRO facilities, service centers, mobile repair teams, parts distribution, engine leasing, tooling, technical publications, commercial services, warranty, digital technologies, product performance, advanced engine health management, etc.
• Collaborate closely with engineering, marketing, business development, and operations teams.
• Drive and coordinate EIS deliverables with Customer Service disciplines, manage risks, and identify and address systemic issues.
• Manage budgetary needs related to entry-into-service (EIS) and prepare business case analyses.
• Interact directly with partners, suppliers, and customers, requiring a high level of tact and courtesy.
• Lead innovative initiatives to transform the customer experience.
• Use CORE methods to define best practices for the entry-into-service of future products.
• Lead the EIS discipline health assessment by developing or improving key processes such as MSG-3, human factors, and tooling management.
• Define and integrate lessons learned and best practices into all EIS programs.
• Conduct simulations to identify system gaps and develop mitigation measures.
• Maintain effective communication with key stakeholders and members of multidisciplinary and global teams. Prepare reports and presentations for senior management.

What Do You Need to Succeed?

• Bachelor’s degree with more than 10 years of relevant experience OR Master’s degree with more than 7 years of relevant experience.
• University education in aeronautics, aerospace engineering, mechanical engineering, or electrical engineering.
• Strong project management skills.
• Experience in customer relations (OEM and operators) with a high level of tact and professionalism.
• Experience in customer support, OEM integration, engine repair, and overhaul (MRO).
• Excellent leadership, communication, and team management skills.
• Strong computer skills, including PowerPoint, Excel, Word, Access, Enovia, or similar tools.
• Availability to occasionally travel, both internationally and domestically.

This position is in a bilingual work environment. Excellent proficiency in both French and English is required to effectively communicate with international clients, partners, suppliers, and colleagues, as well as to understand and produce technical and operational documentation.

What We Offer

• Retirement and savings plan with employer contribution
• Group insurance program
• Career advancement opportunities
• Merit or recognition program
• Health and wellness program, including telemedicine
• Recreational and sports club
• Nearby daycare facilities
• Free parking and public transportation access or program
• Working at Pratt & Whitney Canada

The masculine is used without discrimination and solely to lighten the text. We will review the employment applications of all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and rigor to design, manufacture, and maintain the world’s most advanced and reliable aircraft engines. Our work and the quality of our products contribute to our customers’ success, which in turn saves lives, supports commerce, connects communities, and protects freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day; just look up. Are you ready to push yourself?