Aftermarket Service Manager II

Below mentioned is the job description for your reference:

Job Title: Aftermarket Service Manager II

Location: Kalamazoo MI,49001

Duration: Direct hire

Shift: Day 5x8-Hour 9:00am to 5:00pm

Requirements:

• 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 Parker 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 ratable 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.

Skills/ Experience Required:

• 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 teams and projects 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, regulations, and policies related to customer support for airline, military, or OEM customers.
• Knowledge and understanding of contractual terms and financial modeling (e.g., pricing; cost analysis).
• 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. Effectively presents information to management and customers.
• Overnight, long-distance travel may be required.
• This position is subject to meeting US export compliance and/or U.S. Government contracting citizenship eligibility requirements.