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Service Center Manager - CSO I 7041


Parker Aerospace
Location: United States, North America
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
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Parker

With annual sales of $11 billion in fiscal year 2016, 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 49 countries around the world. Parker has increased its annual dividends paid to shareholders for 60 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.

Major Duties

Position Summary:
Responsible to achieve aftermarket service center financial and customer service goals in coordination with the assigned operating division. Acts as the primary customer contact for a site or division for aftermarket products and services including product repairs and exchanges, contract and pricing negotiations, execution to contractual commitments and assistance with field performance issues. Works closely with business development to maximize aftermarket revenues and provides input into short and long term sales forecasts.

Essential Functions:

1.Develops site or divisional aftermarket forecasts, including monthly sales outlooks and demand forecast for commercial repairs. Coordinates or provides input to comprehensive, multi-year military and commercial aftermarket sales and earnings.

2.Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year and takes recovery actions as needed to meet or exceed sales and earnings objectives.

3.In coordination with the operating division and business development, supports the development of new sales opportunities for Product Improvement and Retrofit (PI&R Stage Gate 0-3), and supports the sales of (Gate 5) as well as long term maintenance agreements and support of similar business development activities.

4.Participates in contract reviews, negotiations, flowdown and execution 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, warranty administration, timely execution of exchanges, management of hold work center, technical support and expedited Aircraft on Ground (AOG) support. Manages the service center team to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance).

6.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)

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.May participate in planning for aftermarket material procurement provisioning responsible for managing and monitoring related inventory (e.g. required rotable quantities; exchanges, catalog or pooling). Acts as liaison between OEM planning team and CSO BD or account manager to help move excess inventory. Provides input into Sales & Operation Planning (S&OP) process to ensure accomplishment of sales objectives.

9.Supports technical customer support activities to address field performance issues on division products and assists in development of risk mitigation plans.

10.Focal point for coordination of customer site visits, support audits, regulatory reviews and high level communication.

11.Leads improvements within service center team to standardize and simplify business processes.

12.Develops a working knowledge of CSO business systems (ROL, MSS, etc. ) and provides systems coaching to the team and to new hires.

QUALIFICATIONS:
Bachelor’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.

HOW TO APPLY
Please upload resume in Word or PDF format with your online application at parker.com/careers referencing Job ID # 7041. 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-jc1
Parker

With annual sales of $11 billion in fiscal year 2016, 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 49 countries around the world. Parker has increased its annual dividends paid to shareholders for 60 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.

Major Duties

Position Summary:
Responsible to achieve aftermarket service center financial and customer service goals in coordination with the assigned operating division. Acts as the primary customer contact for a site or division for aftermarket products and services including product repairs and exchanges, contract and pricing negotiations, execution to contractual commitments and assistance with field performance issues. Works closely with business development to maximize aftermarket revenues and provides input into short and long term sales forecasts.

Essential Functions:

1.Develops site or divisional aftermarket forecasts, including monthly sales outlooks and demand forecast for commercial repairs. Coordinates or provides input to comprehensive, multi-year military and commercial aftermarket sales and earnings.

2.Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year and takes recovery actions as needed to meet or exceed sales and earnings objectives.

3.In coordination with the operating division and business development, supports the development of new sales opportunities for Product Improvement and Retrofit (PI&R Stage Gate 0-3), and supports the sales of (Gate 5) as well as long term maintenance agreements and support of similar business development activities.

4.Participates in contract reviews, negotiations, flowdown and execution 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, warranty administration, timely execution of exchanges, management of hold work center, technical support and expedited Aircraft on Ground (AOG) support. Manages the service center team to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance).

6.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)

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.May participate in planning for aftermarket material procurement provisioning responsible for managing and monitoring related inventory (e.g. required rotable quantities; exchanges, catalog or pooling). Acts as liaison between OEM planning team and CSO BD or account manager to help move excess inventory. Provides input into Sales & Operation Planning (S&OP) process to ensure accomplishment of sales objectives.

9.Supports technical customer support activities to address field performance issues on division products and assists in development of risk mitigation plans.

10.Focal point for coordination of customer site visits, support audits, regulatory reviews and high level communication.

11.Leads improvements within service center team to standardize and simplify business processes.

12.Develops a working knowledge of CSO business systems (ROL, MSS, etc. ) and provides systems coaching to the team and to new hires.

QUALIFICATIONS:
Bachelor’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.

HOW TO APPLY
Please upload resume in Word or PDF format with your online application at parker.com/careers referencing Job ID # 7041. 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-jc1
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