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2 months ago
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Customer Support Aftermarket Leader


Parker Aerospace
Location: United States, North America
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
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Parker

With annual sales of $12 billion in fiscal year 2017, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets. The company has operations in 50 countries around the world. Parker has increased its annual dividends paid to shareholders for 61 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index.

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 SERVICE AFTERMARKET LEADER
Work Location: Irvine, CA (Preferred)

SUMMARY

Responsible for developing the “VOICE OF THE CUSTOMER” and leading the Division's marketing, branding & communication strategies & Customer Service initiatives. Responsible for collecting, analyzing and evaluating data on markets, products and customer surveys to support development of these strategies. Develops product and program marketing plans including eBusiness/eCommerce and web-design marketing platforms. Leader of Customer Service Surveys (such as LTR and prime surveys) including deployment, data analysis, developing data driven recommendations and leading cross-functional improvement-focused implementation teams.

RESPONSIBILITIES

•Develops Division’s Marketing Strategy through effective planning and implementation of long and short range marketing strategies. Analyzes market trends and customer service data to develop product and program marketing plans and promote marketing effectiveness to current or potential customers.

•Develops Division Brand strategy including internal/external communication and deployment of that branding strategy.

•Maintains product knowledge and regularly monitors industry eBusiness activity to build Division’s eBusiness and eCommerce platform strategies.

•Compiles and analyzes statistical data on customer survey data to drive data driven recommendations and to forecast future trends and support improvement recommendations.

•Leads Division’s customer service survey strategy and data collection. This includes Net Promoter Score (NPS), Likelyhood to Recommend (LTR) and all customer surveys (Airbus, Boeing, Embraer, etc). Responsible for survey deployment, data analysis, recommendations, lead implementation teams. Customer Service Dashboard owner.

•Prepares and gives presentations to management on matters such as market planning and analysis, customer service survey data, eBusiness technology, etc.

•Provides management with monthly metrics including information such as customer service dashboard metrics, LTR metrics, eBusiness metrics, etc.

•Leads the Division Plane Talk news publication by leading a cross-functional Steering Committee Team to generate the publication.

•Maintains professional and technical knowledge by attending educational workshops, reviewing professional and trade publications, establishing industry networks, and/or participating in professional associations.

•Acts as consultant to management on major matters. Establishes goals and objectives required to complete projects. Identifies mentoring needs & trains and mentors less experienced employees. May provide leadership to others in department or to ad-hoc teams. Serves as functional expert.

•Develops and implements CSO Marketing Strategy (Digital Directory, CSO Story, value creation and selling, messaging, etc).

•Leader in the development and implementation of CSO’s Branding Strategy (creating and deploying brand launch strategy, value stories and internal/external messaging).

•Develop eBusiness/eCommerce branding and web-design Strategy for CSO.

•Leader of Customer Service Surveys such as Net Promoter Score (NPS), Likelyhood to Recommend (LTR) and all customer surveys (Airbus, Boeing, Embraer, etc). Deployment, data analysis, recommendations, lead implementation teams. Customer Service Dashboard owner.

QUALIFICATIONS

•Bachelor’s degree in Marketing, Engineering, or related field. MBA preferred.

•Ten or more years of progressive marketing experience in high technology industry; specific pricing strategy experience may be required.

•Advanced, specialized knowledge of principles, industry practices, product and technical aspects of the business regulations, and policies related to marketing aerospace components and systems and marketing practices.

•Strong analytical and quantitative skills; proficient with modeling and accessing data from various systems and sources. Ability to substantiate pricing alternatives and trends.

•Project management skills and ability to lead and facilitate diverse teams.

•Negotiation skills and judgement; must be able to maintain customer confidence and protect operations working with confidential data.

HOW TO APPLY

Please upload resume in Word or PDF format with your online application at parker.com/careers referencing Job ID # 7881. 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);

*LI-SF2
Parker

With annual sales of $12 billion in fiscal year 2017, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets. The company has operations in 50 countries around the world. Parker has increased its annual dividends paid to shareholders for 61 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index.

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 SERVICE AFTERMARKET LEADER
Work Location: Irvine, CA (Preferred)

SUMMARY

Responsible for developing the “VOICE OF THE CUSTOMER” and leading the Division's marketing, branding & communication strategies & Customer Service initiatives. Responsible for collecting, analyzing and evaluating data on markets, products and customer surveys to support development of these strategies. Develops product and program marketing plans including eBusiness/eCommerce and web-design marketing platforms. Leader of Customer Service Surveys (such as LTR and prime surveys) including deployment, data analysis, developing data driven recommendations and leading cross-functional improvement-focused implementation teams.

RESPONSIBILITIES

•Develops Division’s Marketing Strategy through effective planning and implementation of long and short range marketing strategies. Analyzes market trends and customer service data to develop product and program marketing plans and promote marketing effectiveness to current or potential customers.

•Develops Division Brand strategy including internal/external communication and deployment of that branding strategy.

•Maintains product knowledge and regularly monitors industry eBusiness activity to build Division’s eBusiness and eCommerce platform strategies.

•Compiles and analyzes statistical data on customer survey data to drive data driven recommendations and to forecast future trends and support improvement recommendations.

•Leads Division’s customer service survey strategy and data collection. This includes Net Promoter Score (NPS), Likelyhood to Recommend (LTR) and all customer surveys (Airbus, Boeing, Embraer, etc). Responsible for survey deployment, data analysis, recommendations, lead implementation teams. Customer Service Dashboard owner.

•Prepares and gives presentations to management on matters such as market planning and analysis, customer service survey data, eBusiness technology, etc.

•Provides management with monthly metrics including information such as customer service dashboard metrics, LTR metrics, eBusiness metrics, etc.

•Leads the Division Plane Talk news publication by leading a cross-functional Steering Committee Team to generate the publication.

•Maintains professional and technical knowledge by attending educational workshops, reviewing professional and trade publications, establishing industry networks, and/or participating in professional associations.

•Acts as consultant to management on major matters. Establishes goals and objectives required to complete projects. Identifies mentoring needs & trains and mentors less experienced employees. May provide leadership to others in department or to ad-hoc teams. Serves as functional expert.

•Develops and implements CSO Marketing Strategy (Digital Directory, CSO Story, value creation and selling, messaging, etc).

•Leader in the development and implementation of CSO’s Branding Strategy (creating and deploying brand launch strategy, value stories and internal/external messaging).

•Develop eBusiness/eCommerce branding and web-design Strategy for CSO.

•Leader of Customer Service Surveys such as Net Promoter Score (NPS), Likelyhood to Recommend (LTR) and all customer surveys (Airbus, Boeing, Embraer, etc). Deployment, data analysis, recommendations, lead implementation teams. Customer Service Dashboard owner.

QUALIFICATIONS

•Bachelor’s degree in Marketing, Engineering, or related field. MBA preferred.

•Ten or more years of progressive marketing experience in high technology industry; specific pricing strategy experience may be required.

•Advanced, specialized knowledge of principles, industry practices, product and technical aspects of the business regulations, and policies related to marketing aerospace components and systems and marketing practices.

•Strong analytical and quantitative skills; proficient with modeling and accessing data from various systems and sources. Ability to substantiate pricing alternatives and trends.

•Project management skills and ability to lead and facilitate diverse teams.

•Negotiation skills and judgement; must be able to maintain customer confidence and protect operations working with confidential data.

HOW TO APPLY

Please upload resume in Word or PDF format with your online application at parker.com/careers referencing Job ID # 7881. 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);

*LI-SF2
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