Job Description

Service Center Manager, CSO Hauppauge, 10779
NY-Hauppauge,
United States
Group: Aerospace Group N. America
Job Family: Sales
Job ID: 10779-1A
Posted: 2018-07-26
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Parker
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 Service Manager – Hauppauge, NY Req 10779
Marketing Title: Deputy Aftermarket Services Manager
Position Summary:
Responsible to achieve aftermarket service center financial and customer service goals in coordination with the assigned Fluid Systems division site(s). Acts as the deputy customer contact for Commercial repairs, aftermarket products and services including product repair order exchanges, warranty adjudication, contract & pricing negotiations and execution to contractual commitments. Provides support and coordination between division site and Customer Support Operations. May work closely with CSO Commercial and Military business teams as assigned to maximize aftermarket revenues and provides input into short and long-term sales forecasts. Supports leadership for a customer service team located at a site or a small division in a Deputy Customer Service Administrator role. Coordinates across internal teams on customer and operational requirements. Serves as a liaison and has regular interaction with customers. Typically reports through a team leader but may be a direct report to Customer Support division staff.
Essential Functions:
1. May support site or division aftermarket demand projections and coordination of establishing sales plans and outlooks. Makes recommendations and provides input to Military and Commercial aftermarket sales and earnings plans as assigned by Manager
2. Supports service center activities to achieve the annual sales plan; may be assigned to monitor backlog and order status throughout the year and coordinate recovery actions as needed to meet or exceed sales and earnings objectives.
3. May be assigned to support sales opportunities for Product Improvement and Retrofit (PI&R), long-term maintenance agreements, supports business development activities in coordination with aftermarket business teams and ensures that organizational objectives are accomplished.
4. Participates in and may lead contract reviews as assigned. Participates in negotiations for flow down of terms and conditions for Product Support Agreements (PSA) and Entry into Service requirements. Consults and may provide guidance and interpretation on aftermarket contract terms and conditions (e.g. warranty provisions; maintenance agreements) and pricing to become the expert in assigned division products.
5. Supports efficient customer service operations including order administration, order status, problem resolution, technical support, and expedited Aircraft of Ground (AOG) support. May be requested to coordinate service center team(s) to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance). Will be assigned customer accounts and provide customer service administrative support as required to meet commercial repair volume and ensure required customer service levels. This position is expected to be the deputy to the division site ASM and to eventually become the division site ASM successor.
6. Learn to manage the department budget and become familiar with human resource needs (e.g. staffing, training, compensation, etc.). Will be requested to coordinate with leadership as required in the evaluation 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. Will support the oversite on key KPI’s and generate reports on a
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