Aftermarket Service Manager II - Services and Support Operations

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support. Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker's goal of addressing the world's most pressing engineering challenges.

At Parker, our team members belong, matter and make a difference. We believe that the key to bringing talented new team members into our organization is by focusing on everyone's talents and potential rather than the job specification. If you have innovative ideas and a commitment to excellence, we are more than happy to consider you for other roles in Parker that may be a good fit.

AFTERMARKET SERVICE MANAGER II

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.

Essential Functions:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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).

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. Provides input to aftermarket material procurement on inventory recommendations (e.g., required rotable quantities; exchanges), which benefit operational and customer service performance

9. Supports customer support activities to address field performance issues on division products.

10. Supports customer site visits, audits, regulatory reviews, recovery plans and high-level communication.

Requirements/Qualifications:

• 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.

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.

Come join the Parker Aerospace Team! We are proud to offer a competitive benefits designed with health, wealth and well-being in mind. Our competitive package includes:

Health and Wellbeing:

• Comprehensive medical, dental, and vision coverage from day one, including Health Savings and Reimbursement Accounts.
• Wellness incentive credits leading to reduced healthcare premiums.
• Access to Employee Assistance Program (EAP) for health and well-being support.
• On-site facilities: cafeteria with a wide array of food options, mini mart, and vending machines.
• Participation in health and emotional wellbeing challenges with rewards.

Financial Security and Growth:

• Competitive salary with an annual bonus incentive plan.
• Retirement benefits: 401(k) with company match opportunity.
• Income Protection, Life Insurance, Accidental Life & Dismemberment Insurance, Short and Long-Term Disability insurance.

Work-Life Balance and Flexibility:

• Generous Paid Time Off: 120 hours, plus up to 13 paid holidays including a company-wide shut down between Christmas and New Year's.
• Parental Leave: 4 weeks at 100% pay for new family additions.
• Extras like Adoption Assistance, financial guidance resources, paid jury duty, bereavement time, and time off for citizenship testing, marriage, and birth.

Career Advancement and Education:

• Career development opportunities with up to $10,000 tuition reimbursement per year.
• Support for ongoing education through our Educational Reimbursement program.

Parker Purpose Opportunities:

• Business Resource Groups promoting diversity, equity and inclusion.
• Volunteering day off and social committee activities throughout the year.

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. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

("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 https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights-ScreenRdr.pdf and Genetic Information Discrimination

Drug-Free Workplace
In accordance with Parker's policies and applicable state laws, Parker provides for a drug-free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.