Business Analyst – Customer Service
Description du poste
Pratt & Whitney Canada is one of the world’s leaders in the design, manufacture and service of aircraft engines powering commercial and regional airplanes, as well as general aviation aircraft and helicopters. Our strong reputation for highly skilled personnel (10,000 employees across the globe), our reliable engines and our exceptional aftermarket support service network attract customers from all over the world (over 190 countries).
General responsibilities of the position:
Pratt & Whitney Canada’s global Front Line organization consists of over 100 field representatives around the world as well as first response help desks located in Longueuil and Singapore. These organizations are backed by a field support office that provides a technical interface for personnel, supports systems, performs analytics and interfaces with our customer training provider.
We have embarked on a mission to redefine the way we use and manage our data systems. Our current structure includes a customized CRM, a smartphone app and a mobile trouble-shooting tool. The Business Analyst, Customer Service will lead the mandate to improve efficiency, increase adaptability and gain a deeper understanding of our clients in order to improve service.
Specific responsibilities of position:
-Structure the effective use of P&WC data and enable the integration of external sources to extract insights with regards to our customers to deliver comprehensive solutions.
-Develop customer-centric KPIs, improve access to data and upgrade customer management tools to guarantee top quality service.
-Lead periodic improvements to our systems and develop their specifications.
-Elaborate test scenarios and manage the means to have them executed.
-Collaborate in the creation of standard processes for the field support office to maximize efficiency and gain wider traction within the organization.
You are a driven, result oriented business analyst with experience in customer service and data integration projects. You thrive in a performance oriented environment and have a strong analytical background demonstrated by your knowledge of MS Dynamics, Power BI and SAP. You have a good grasp of the aftermarket business of a highly technical industry, preferably aerospace. You have completed a bachelor or master degree in computer science, engineering or business analytics and have a minimum of three years’ experience.
If you are looking for a challenging position with an industry leader that will allow you to gain a global view of P&WC and impact the way we deliver services to our clients, this is the opportunity for you. Please submit your candidacy to our talent acquisition team!
Field of studies : Electronic Engineering, Computer Science, Engineering
Additional Information :
Diversity and Equal Opportunity Employment
P&WC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any legally-protected factors.
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