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Aftermarket Service Center Manager CSO Dublin 10472

Parker

PARKER HANNIFIN

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For 100 years the company has engineered the success of its customers in a wide range of diversified industrial and aerospace markets.

PARKER AEROSPACE

Parker Aerospace, an operating segment of Parker Hannifin Corporation, is one of the world’s leading producers of flight control, hydraulic, fuel, inerting, fluid conveyance, thermal management, and engine systems and components for the aerospace industry. We design and build equipment for virtually every aircraft and aero engine being produced in the world today.

In addition to game-changing technology, our customers look to us for shorter lead times, lower costs, higher reliability, and lifetime support. All coupled with the positive attitude and innovative thinking of a true business partner.

Parker Aerospace provides unmatched performance for both our customers and shareholders, built on a foundation of integrity, innovation, and customer satisfaction. As a result, our business has seen consistent growth and, best of all, our team members share in Parker’s success.

CUSTOMER SUPPORT OPERATIONS – Aftermarket Service Manager – Dublin, GA Req 10472

Position Summary:
Responsible to achieve aftermarket service center financial and customer service goals in coordination with the assigned division site. Acts as the primary customer contact for Commercial repairs aftermarket products and services including product repair order exchanges, warranty adjudication, contract & pricing negotiations and execution to contractual commitments. Provides support and coordination between division site and Customer Support Operations. Works closely with CSO Commercial and Military business teams to maximize aftermarket revenues and provides input into short and long-term sales forecasts. Provides leadership for a customer service team located at a site or a small division. Coordinates across internal teams on customer and operational requirements. Serves as a liaison and has regular interaction with customers. Typically reports through a team leader but may be a direct report to Customer Support division staff.

Essential Functions:
1. Provides site or division aftermarket demand projections and coordination of establishing sales plans and outlooks. Makes recommendations and provides input to Military and Commercial aftermarket sales and earnings plans.
2. Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year and coordinates recovery actions as needed to meet or exceed sales and earnings objectives.
3. Supports sales opportunities for Product Improvement and Retrofit (PI&R), long-term maintenance agreements, supports business development activities in coordination with aftermarket business teams and ensures that organizational objectives are accomplished.
4. Participates in and may lead contract reviews as assigned. Participates in negotiations for flow down of terms and conditions for Product Support Agreements (PSA) and Entry into Service requirements. Consults and may provide guidance and interpretation on aftermarket contract terms and conditions (e.g. warranty provisions; maintenance agreements) and pricing.
5. Ensures efficient customer service operations including order administration, order status, problem resolution, technical support, and expedited Aircraft of Ground (AOG) support. Manages a service center team to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance). Maybe assigned customer accounts and provide customer service administrative support as required to meet commercial repair volume and ensure required customer service levels.
6. Manages the department budget and supports human resource needs (e.g. staffing, training, compensation, etc.). Coordinates with leadership as required in the evaluation and provides performance feedback to ensure individual and team results meet objectives. Communicates and implements actions to ensure Parker values and company policies are well understood and maintained (e.g. business ethics; integrity; inclusion).
7. Monitors and reports on aftermarket sales, customer service and operational metrics. Completes analysis of issues and develops plans to correct deficiencies and prioritize efforts.
8. Provides input through demand planning and coordinates with aftermarket material planners to ensures forecasting and sales objectives are met. Supports Sales and Operating Planning for site and division process and coordination. Monitors inventory needs and provides recommendations to meet sales and customer service needs. (e.g. required rotable quantities; exchanges).
9. Supports as required the coordination of technical customer support activities to address field performance issues on division site products and assists in risk mitigation plans in support of customer service.
10. Focal point for coordination of customer site visits, support audits, regulatory reviews, and high-level communication.

QUALIFICATIONS:
Job Requirements:
- Bachelor’s degree in a technical or business discipline. M.B.A. preferred.
- Eight or more years of experience in aerospace or a similar high-tech industry including two or more years leading teams and/or projects involving customer interface, contracting, and negotiations.
- Ability to foster teamwork and inclusion with diverse groups of employees. Ability to guide and develop the team by providing effective coaching, feedback, and recognition. Maintains open communication within the team and other business areas.
- Thorough knowledge of company products and services, regulations, and policies related to customer support for airline, military or OEM customers.
- Knowledge and understanding of contractual terms and financial modeling (e.g. pricing; cost analysis).
- Knowledge of program management principles and related business processes and procedures, including technical and business proposal development. Proficient in the use of standard and specialized software applications and reporting tools.
- Ability to develop and maintain positive customer relationships.
- Ability to resolve customer issues at the appropriate level; communicates in an effective manner with internal Division leadership.
- Ability to develop and respond to inquiries or complaints from customers, regulatory agencies (e.g. ITAR export requirements), or members of the business community.
- Interfaces effectively with all levels within customer and Parker entities. Effectively presents information to management and customers.
- Overnight, long-distance travel may be required.

Additional Comments:
The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an all-inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

HOW TO APPLY
Please upload resume in Word or PDF format with your online application at parker.com/careers referencing Job ID 10472. A cover letter summarizing experience against above qualifications is recommended.

EQUAL EMPLOYMENT OPPORTUNITY
Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. U.S. Citizenship/Permanent Resident is required for most positions.
Minority/Female/Disability/Veteran/VEVRAA Federal Contractor.
If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to javascript:void(0); and javascript:void(0);

I would like to apply for the post of Aftermarket Service Center Manager CSO Dublin 10472 bases at your esteemed organisation. I have attached my CV.

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