Service Center Manager, Kalamazoo CSO 11070

Parker Hannifin Corporation - Kalamazoo, MI (30+ days ago)3.9


PARKER HANNIFIN 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 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 Aftermarket Services Manager, Kalamazoo req 11070 SUMMARY Responsible for major, multi-site aftermarket service centers to achieve financial and customer service goals in coordination with the assigned operating division. Acts as the primary customer contact for aftermarket services covering a broad range of products and customers. Initiates and works closely with business development to maximize aftermarket revenues and provides input into short- and long-term sales forecasts. Provides leadership for multiple customer service teams across a large division with complex products and customers. Coordinates across internal division teams on customer and operational requirements. Serves as a liaison and has regular interaction with site service centers, customers, and division leadership. Reports directly to Customer Support division staff. Essential Functions: 1. Develops multi-site division aftermarket forecasts based on sales projections and the operations capacity needed to accomplish sales objectives. Provides input to comprehensive, multi-year Military and Commercial aftermarket sales and earnings plans. 2. Plans and directs multiple service centers to achieve the annual sales plan; completes analysis of division sales, coordinates bookings recovery and ensures recovery actions are taken to meet or exceed sales and earnings objectives. Addresses critical customer issues and leads project teams to improve processes. 3. Supports and may leads the development of sales opportunities thorough Product Improvement and Retrofit (PI&R), long-term maintenance agreements, upselling of Commercial repair offerings and support of similar business development activities in coordination with the operating division and business unit team(s). 4. Manages contract reviews, participates in negotiations for flow down of terms and conditions for Product Support Agreements (PSA) and may supports Entry into Service requirements. Consults and provides guidance and interpretation on aftermarket contract terms and conditions (e.g. warranty provisions; maintenance agreements) and pricing for business and division teams. 5. Ensures efficient customer service operations including order administration, order status, issue resolution, routes technical support needs to the technical teams and expedites and coordinates after hour 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). 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. Develops and reports on aftermarket sales, customer service and may support operational metric needs. Monitors and completes analysis of issues and develops plans to correct deficiencies and prioritize efforts. 8. Provides input into the planning for aftermarket material procurement as it relates to customer demand; responsible for monitoring related inventory (e.g. required rotable quantities; exchanges) and make recommendations for division and pool locations. 9. Supports field performance issues communication to the division and aftermarket technical teams on products and may assists in the development of risk mitigation plans. 10. Focal point for coordination of customer site visits, supporting audits, regulatory reviews, and high-level communication. 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. Additional Comments: 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 referencing Job ID #11070. 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 and *LI-JC1