Service Center Manager III (SSO Division - Location: Glendale, AZ)

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.

Services & Support Operations Division

The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.

Position Summary

Responsible to achieve aftermarket service center financial and customer service goals for a site or a small division. Acts as the primary customer contact for aftermarket products and services including product repairs, spares ordering and logistics, contract and pricing negotiations, and assistance with field performance issues. Works closely with business development to maximize aftermarket revenues and provides input into short- and long-term sales forecasts.

Scope/Supervision and Interaction:

__X__ Has Direct Reports ____ Does Not Have Direct Reports

Provides leadership for a customer service team located at a site or a small division. 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 Service and Support division staff.

Essential Functions:

• Plans and directs service center activities to achieve the sales execution for monthly and annual sales plan; monitors backlog and order status and takes recovery actions as needed to meet or exceed sales and earnings objectives.
• Ensures efficient customer service operations including order administration, order status, issue resolution, technical support, and expedited Aircraft of Ground (AOG) support. Manages a service center team to maximize effectiveness and assure compliance to internal and external requirements (e.g. export compliance)
• Utilizes site(s) aftermarket forecasts on sales/volume projections and makes recommendations for team administrative capacity needs.
• Focal point for coordination of customer site visits, support audits, regulatory reviews, and high-level communication.
• Participates in and may lead contract reviews as assigned. Ensures flow down of terms and conditions for Product Support Agreements (PSA) and Entry into Service requirements into applicable systems and team. Consults and provides guidance and interpretation on aftermarket contract terms and conditions (e.g. warranty provisions; maintenance agreements) and pricing.
• 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 support to Supply Chain by delivering demand forecasts, prioritizing urgent needs, and coordinating customer communications based current supply.

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 projects involving customer interface and negotiation.

- 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.

- Knowledge and broad understanding of company products and services, regulations, and policies related to customer support for airline, military or OEM customers.

- Knowledge of contractual terms and financial modeling methods (e.g. pricing; cost analysis). Ability to research and compare proposals based on prior contract negotiations.

- 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 or refer customer issues to the appropriate internal resource; communicates in an effective manner with internal teams and leadership.

- Ability to develop responses to inquiries or complaints from customers, regulatory agencies (e.g. ITAR export requirements), or members of the business community for review by senior management.

- Interfaces effectively with all levels within customer and Parker entities. Effectively presents information to management and customers.

- Overnight, long-distance travel may be required.

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay
• Career development and tuition reimbursement
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Paid Time Off and 13 Company-Paid Holidays.

This position is subject to meeting U.S. export compliance and/or U.S Government contracting citizenship eligibility requirements.

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.

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 Employees & Job Applicants | U.S. Equal Employment Opportunity Commission