What are the responsibilities and job description for the Aftermarket Service manager position at Belcan?
Responsibilities : ^^^^^^Aerospace or Automotive experience required^^^^^^^^^^
- Responsible for mid to large aftermarket service centers to achieve financial and customer service goals in coordination with the assigned operating division.
- Acts as the primary customer service contact for a site or division for aftermarket products and services.
- Services include commercial repair administration, customer service, Commercial and Military spares liaison, contract, and pricing negotiations, provides field performance issue support.
- Works closely with business development segment leaders, account managers and aftermarket operations to maximize aftermarket revenues and provides input into short- and long-term sales forecasts.
- Provides leadership for a commercial repair customer service team located at a site or division with multiple / diverse products or with high volumes on single products.
- Coordinates across internal division teams on customer and operational requirements.
- Serves as a liaison and has regular interaction with customers.
- May report through a team leader or directly to customer support division staff.
- Develops site or division aftermarket forecasts based on sales projections and the operations capacity needed to accomplish sales objectives.
- Coordinates and / or provides input to comprehensive annual sales plan for Military and Commercial aftermarket segments.
- Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year coordinates with customer facing and operation teams supporting recovery actions required to meet or exceed sales and earnings objectives.
- Coordinates new sales opportunities thorough Product Improvement and Retrofit (PI&R), supports long-term maintenance agreements, and similar business development activities in coordination with the operating division.
- 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 company values and company policies are well understood and maintained (e.g., business ethics; integrity; inclusion).
- Monitors and reports on aftermarket sales, customer service and operational metrics.
- Completes analysis of issues and develops plans to correct deficiencies and prioritize efforts.
- Provides input to aftermarket material procurement on inventory recommendations (e.g., required rotable quantities; exchanges), which benefit operational and customer service performance
- Supports customer support activities to address field performance issues on division products.
- Supports customer site visits, audits, regulatory reviews, recovery plans and high-level communication.
Education and Experience :
