Pratt & Whitney’s $40M Investment Leads to New Customer Service Center in Bengaluru

To employ 150 aerospace experts, customer service and operations support

Bangalore, India. 17 July 2024. Pratt & Whitney has announced the inauguration of its new Customer Service Center in Bengaluru, a strategic addition to its India Capability Center (legal India entity UTCIPL). This new facility is designed to bolster customer service and operations support for Pratt & Whitney Canada’s extensive fleet of 68,000 engines in service worldwide. The center is set to employ over 150 aerospace experts and engineers, further enhancing the company’s global customer service network.

“With the new Customer Service Center, we are leveraging our existing investments in India and using regional talent to augment our world-class product and service dependability and customer experience service level,” said Nivine Kallab, vice president, Customer Programs, Pratt & Whitney Canada.

Co-located with Pratt & Whitney’s supply chain operations, engineering, and digital transformation centers of excellence in India, the Customer Service Center will provide a comprehensive range of services including maintenance, repair, and operations (MRO) support, spare part management, engine leasing, engine reliability analysis, and contract administration. This move is part of Pratt & Whitney’s broader strategy to leverage regional talent and existing investments in India, ensuring high standards of product and service reliability, and enhancing the overall customer experience.

Pratt & Whitney’s investment in India has surpassed $40 million over the past three years, expanding its local workforce to over 600 employees. The new Customer Service Center aims to reinforce the company’s global service transformation and operational excellence, catering to a diverse customer base that includes Indian and global airlines, original equipment manufacturers, MROs, regulatory bodies, and small operators. This development marks a significant milestone in Pratt & Whitney’s ongoing commitment to the Indian aerospace sector and its mission to support the country’s growing aviation industry.

“We have invested over $40 million in India across our centers and expanded our talent pool to over 600 employees within last three years. The Customer Service center will aim to enhance our worldwide service transformation and deliver operational excellence,” adds Sandeep Sharma, director, India Capability Center, Pratt & Whitney (UTCIPL).

Pratt & Whitney Canada’s turboprop engine families power majority of India’s regional aviation fleet. Indian airlines like IndiGo, Alliance Air, Fly91 and SpiceJet operate over 90 ATR-72, ATR-42 and DHC-8-400 aircraft, powered by PW127, PW127XT and PW150 engines. The PW127G also powers Indian Air Force’s C-295 aircraft while the PT6A powers its PC-7 trainers.

The PW100 engine family celebrates its 40^th anniversary in 2024. This engine family is the benchmark for low fuel consumption on routes of 350 miles or less, consuming 25% to 40% less fuel and avoiding an equal measure of CO2 emissions than similar-sized regional jets.

Raytheon Technologies has one of the biggest presences among Indian aerospace and defence companies, employing around 6,000 people between Pratt & Whitney and Collins Aerospace.