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, 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, Irvine, CA - Req #12699
Aftermarket Services Manager, Fort Worth, TX
Responsible to achieve aftermarket service center financial and customer service goals for a site or a small division. Acts as the primary customer contact for Parker Customer Support aftermarket products and services including product repairs, spares ordering and logistics, supporting contract and pricing negotiations & contractual execution. Works closely with business development to maximize aftermarket revenues and provides input into short- and long-term sales forecasts.
1.Provides leadership for site or division aftermarket forecasts based on sales projections and the operations capacity feedback required to accomplish sales objectives. Makes recommendations and provides input to Military and Commercial aftermarket sales and earnings plans based on larger Customer Support business team inputs.
2.Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year and supports the execution input and/or orders shortfall recovery actions as needed to meet or exceed sales and earnings objectives.
3.Identifies sales opportunities for Product Improvement and Retrofit (PI&R), new part number business opportunities. Supports the creation of long-term maintenance agreements ensuring customer administrative execution. Supports business development activities in coordination with aftermarket business development and business teams.
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 provides 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, issue resolution, technical support contacts and expedited Aircraft of Ground (AOG) support. Manages a service center to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance).
6.Manages the department budget as required. 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.Supports planning for aftermarket material procurement; responsible for managing and monitoring related inventory (e.g. required rotable quantities; exchanges) for division aftermarket and/or pooling inventory.
9.Plans and manages customer support activities to address field performance issues on division products and assists in the development of risk mitigation plans.
10. Focal point for coordination of customer site visits, support audits, regulatory reviews, and high-level communication.
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 projects involving customer interface and negotiation.
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.
Knowledge and broad understanding of company products and services, regulations, and policies related to customer support for airline, military or OEM customers.
Knowledge of contractual terms and financial modeling methods (e.g. pricing; cost analysis). Ability to research and compare proposals based on prior contract negotiations.
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 or refer customer issues to the appropriate internal resource; communicates in an effective manner with internal teams and leadership.
Ability to develop responses to inquiries or complaints from customers, regulatory agencies (e.g. ITAR export requirements), or members of the business community for review by senior management.
Interfaces effectively with all levels within customer and Parker entities. Effectively presents information to management and customers.
Overnight, long-distance travel may be required.
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 #12699. 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.
If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf