Aftermarkert Service Center Manager I

Company: Parker Hannifin
Location: Kalamazoo
Posted on: June 21, 2022

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