How to Get Support and Information From Your Engine Experts

Is your engine going to be idle for an extended period, or any other issues you’d like to discuss? Then make sure you take steps to keep it serviceable. Here are the many ways we can support you.

Note: During this challenging time, we are taking the necessary measures to reduce risks for our employees, customers, suppliers and partners. As you plan for potentially significant effects on your operations, we are working to ensure we have the appropriate measures in place to continue providing the support you need. We are also publishing a series of articles on Airtime with practical advice to help minimize the impact on our customers.

24/7 Support From Cfirst

Any time of day or night, wherever you are, Pratt & Whitney’s Customer First Centre (CFirst) is ready to provide you with technical and maintenance support as well as aircraft on ground (AOG) emergency services from our experienced experts.

We have two centres – one in Canada and another in Singapore – operating round the clock, with support personnel often able to serve you in your local language. They set the benchmark for rapid, real-time customer support as part of a 3,000-person-strong global customer service team that includes more than 40 owned and designated maintenance facilities, and seven parts distribution centres.

Email [email protected] or call:

• Global: + 1-450-647-8000
• U.S. and Canada: +1-800-268-8000
• International Access Code (IAC): +8000-268-8000 (please use the global number if you encounter difficulties with the IAC)

Trusted Advice From Field Support Representatives

Pratt & Whitney’s service network also includes more than a hundred field support representatives (FSRs) and more than fifty mobile repair technicians (MRTs) in two dozen-plus countries. FSRs and MRTs are available to provide operators with comprehensive support that combines OEM technical assistance with knowledge of the local operating environment.

Even if an MRT is unable to reach you quickly, each of our FSRs can provide you with personalized support using our remote collaboration tool, Onsight. This connects the aircraft technician and the Pratt & Whitney support team using an interactive audio-video technology platform. They are able to inspect the engine “virtually” and provide specific recommendations while communicating with the customer through a live link.

Go here to find your local FSR:

https://www.pwc.ca/en/company/contacts-and-locations

Online Resources at Myp&wc Power

Another valuable resource is the MyP&WC Power web portal, designed to meet the needs of customers, from fleet owners to individual operators to administrators. You can access it anywhere, anytime, on a computer, tablet or smartphone.

Users can order parts and oil analysis technology kits, place engine rental requests, access technical publications, make payments, enroll in maintenance programs, register warranties, and much more.

Access the MyP&WC Power customer service portal here.

Other Support Options

You can also contact your Regional Sales Manager or Customer Manager for assistance. They know your operations and are able to draw on the capabilities of the company to provide assistance.

Last but not least, the final word on any engine-related questions is your engine maintenance manual (EMM) and/or your aircraft maintenance manual (AMM). All the information you need about preserving your engine – whether it’s a propulsion engine or an APU -- and much more can be found in these manuals.