Aftermarkert Service Center Manager I
Company: Parker Hannifin
Location: Kalamazoo
Posted on: June 21, 2022
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Job Description:
Org Marketing Statement 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.Position Summary Aftermarket Service Center
Manager I - CSO,Kalamazoo, MichiganPosition SummaryResponsible for
achieving all the service center's financial performance goals
including: sales and earnings for Commercial and/or Military spare
and repair revenues, profit & loss, asset management, strategic
planning, forecasting and performance of division programs. Works
closely with business development managers, program managers and
key account managers to maximize aftermarket revenues and forecast
short and long-term sales projections. Acts as primary customer
contact for all customer service activities. Manages all
administrative functions within the service center in support of
customer, business and financial objectives. Provide business unit
leadership of a multi-disciplined, cross functional team within CSO
and OEM business teams. This position will be dotted line reporting
to the Division GM and as part division staff. This position will
provide influence and support to the HSD-Europe ASM Service
Center.Responsibilities Responsibilities
Responsible for major, multi-site aftermarket service center to
achieve financial and customer service goals in coordination with
the assigned operating division. Acts as the primary customer
contact for aftermarket services covering a broad range of products
and customers. Own's the aftermarket product portfolio and is the
division aftermarket products and services expert. Initiates and
works closely with business development and the division to
maximize aftermarket revenues and provides input into short- and
long-term sales forecasts. Provides short- & long-term strategy
leadership and tactical leadership guidance for customer service
teams across a large division with complex products and customers.
Coordinates across internal division teams on customer and
operational requirements. Serves as the liaison between CSO, the
assigned division leadership and has regular interaction with site
service centers, customers, and Segment Leaders.Develops multi-site
division aftermarket forecasts based on sales projections and the
operations capacity needed to accomplish sales objectives. Provides
input to comprehensive, multi-year Military and Commercial
aftermarket sales and earnings plans.
Plans and directs service centers teams to achieve the annual sales
plan; completes analysis of division sales and bookings and ensures
recovery actions are taken to meet or exceed sales and earnings
objectives. Addresses critical customer issues and leads project
teams to improve processes.
Pursues and leads the development of sales opportunities thorough
Product Improvement and Retrofit (PI&R), long-term maintenance
agreements, and support of similar business development activities
in coordination with the operating division and business
development.
Manages contract reviews, participates in negotiations for flow
down of terms and conditions for Product Support Agreements (PSA)
and Entry into Service requirements. Consults and provides guidance
and interpretation on aftermarket contract terms and conditions
(e.g. warranty provisions; maintenance agreements) and pricing.
Ensures efficient customer service operations including order
administration, order status, issue resolution, technical support,
and expedited Aircraft of Ground (AOG) support. Manages the service
center team to maximize effectiveness and assure compliance to
internal and external requirements (e.g. export compliance).
Manages the department budget and human resource actions (e.g.
staffing, training, compensation, etc.). Evaluates 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).
Develops and reports on aftermarket sales, customer service and
operational metric strategies. Monitors and completes analysis of
issues and develops plans to correct deficiencies and prioritize
efforts.
Supports the division planning for aftermarket material procurement
and Sales & Operating planning, responsible for managing and
monitoring related inventory (e.g. required rotable quantities;
exchanges, pool's and logistics) and making strategic
recommendations.
Coordinates with technical customer support activities to address
field performance issues on division products and assists in the
development of risk mitigation plans.
Focal point for coordination of customer site visits, support
audits, regulatory reviews, and high-level
communication.Qualifications QualificationsBachelor's degree in a
technical or business discipline. M.B.A. preferred.
Ten or more years of directly related experience in aerospace or a
similar high-tech industry including five or more years leading
teams 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, industry
competitor practices, regulations, and policies related to customer
support for airline, military, or OEM customers.
Comprehensive understanding of contractual terms and financial
modeling (e.g. pricing; cost analysis). Specialized knowledge of
aerospace commercial and military contracting and procurement
requirements and understanding of financial and labor cost systems
and production processes.
Thorough 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. Ability to effectively and persuasively present
information to customers, Division and Group leadership and
customer executives.
Overnight, long-distance travel may be required.Equal Employment
Opportunity Parker is an equal opportunity employer and does not
discriminate on grounds of age, race, religion, ethnic origin, sex,
sexual orientation or disability in relation to recruitment and
employment.
Keywords: Parker Hannifin, Kalamazoo , Aftermarkert Service Center Manager I, Executive , Kalamazoo, Michigan
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