Elyria, Ohio


Department Marketing Statement

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.

Position Summary

CUSTOMER SUPPORT OPPERATIONS
Aftermarket Service Center Manager II – CSO Fluid Systems Division, Elyria, Ohio Req 18903

  • Responsible for achieving all the service center’s financial performance goals including: sales and earnings for Commercial and/or Military spare and repair revenues, profit & loss, asset management, strategic planning, forecasting and performance of division programs. Works closely with business development managers, program managers and key account managers to maximize aftermarket revenues and forecast short and long-term sales projections. Acts as primary customer contact for all customer service activities. Manages all administrative functions within the service center in support of customer, business and financial objectives for Fluid Systems Division in Ohio and Stratoflex in Texas. Provide business unit leadership of a multi-disciplined, cross functional team within CSO and OEM business teams. This position maybe dotted line reporting to the Division Leader and as part division staff.

  • 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.

    Responsibilities

  • 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.
  • Plans and directs multiple service centers to achieve the annual sales plan; completes analysis of division sales and bookings 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.
  • Pursues and leads the development of sales opportunities thorough Product Improvement and Retrofit (PI&R), long-term maintenance agreements, and support of similar business development activities in coordination with the operating division and business development.
  • 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).
  • Develops and reports on aftermarket sales, customer service and operational metrics. Monitors and completes analysis of issues and develops plans to correct deficiencies and prioritize efforts.
  • Manages planning for aftermarket material procurement; responsible for managing and monitoring related inventory (e.g. required rotable quantities; exchanges) and logistics.
  • Plans and manages technical customer support activities to address field performance issues on division products and assists in the development of risk mitigation plans.
  • Focal point for coordination of customer site visits, support audits, regulatory reviews, and high-level communication.

    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.

    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 parker.com/careers referencing Job ID # 18903 A cover letter summarizing experience against above qualifications is recommended.

    Parker Hannifin

    Founded in 1917, Parker Hannifin Corporation is a $14.3 billion, global company.

    With annual sales of $14.3 billion in fiscal year 2019, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets. The company has operations in 50 countries around the world. Parker has increased its annual dividends paid to shareholders for 63 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index.

    Parker’s engineering expertise and broad range of core technologies uniquely positions the company to solve some of the world’s greatest engineering challenges. By partnering with customers, Parker improves their productivity and profitability and seeks new ways to solve humanity's biggest challenges.

    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 http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
    and
    http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf
  • Elyria, Ohio

     

    Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than 100 years the company has engineered the success of its customers in a wide range of diversified industrial and aerospace markets. Parker’s engineering expertise and broad range of core technologies uniquely positions the company to help solve the world’s greatest engineering challenges.  By partnering with customers, Parker improves their productivity and profitability and seeks new ways to solve humanity's biggest challenges.

    Parker views the world through the lens of a broad range of motion and control technologies, and team members see a vast number of engineering challenges that are yet to be solved and can make a meaningful difference in people's lives.  These very challenges drive Parker people forward, seeking new ways to innovate, combine technologies, collaborate, develop systems and partner with our customers to solve problems. We call it Winovation and by following its path, we not only create limitless growth potential for Parker, we also make significant contributions to our world at large, for our generation and for the generations to come.

    Competing and winning in today's challenging global markets will require Parker to build on the company's strong foundation while setting a new course with strategies to take performance to the next level. Using the new Win Strategy as a guide, Parker is striving to achieve new financial and operational performance targets.  The Win Strategy is built on the established goals of engaged people, premier customer experience, profitable growth and financial performance, and will position Parker to achieve financial performance among its diversified industrial proxy peer companies.

    Parker’s culture is reflected in the core values team members aspire to: A Winning Culture, Passionate People, Valued Customers and Engaged Leadership. Over time, Parker has nurtured a culture which emphasizes a commitment to excellence and integrity and a special concern for its customers’ welfare. Parker’s continued success in serving its customers, suppliers, shareholders and the general public depends upon each individual team member's full commitment.

    Parker is located in 50 countries around the world supporting 100 divisions with 336 manufacturing locations. Parker's unrivalled industrial distribution network extends to approximately 13,000 locations globally. Through this extensive network of local, independent businesses, Parker brings its products and services to customers in 104 countries. This includes continued penetration of the ParkerStore network of industrial retail outlets, which has more than 3,000 locations around the world.  Parker employs over 50,000 people worldwide.

     

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