Customer Service Account Admin II (SSO Division - Kalamazoo, MI)

Org Marketing Statement

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.

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.

Customer Service Account Admin II (SSO Division - Kalamazoo, MI)

Position Summary

Administers warranty and maintenance agreements for customer service accounts of moderate scope and complexity to achieve business unit objectives and to meet customer performance expectations. Responsible for the direction and oversight of assigned customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing and discounts, and ensures compliance with warranty or maintenance agreements.

Essential Functions:

Administers and/or provides oversight for assigned customer accounts in response to parts returned for service or replacement. Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs in order to provide quotations to the customer.

Provides mutually acceptable solutions to customer problems that impact cost or schedule. Negotiates requirements across multiple customers, products, and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May re-prioritize repair schedule to meet customer commitments.

Investigates and resolves claims or complaints by collecting facts and analyzing relevant information. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.

Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case-by-case basis within the boundaries of the job function. Determines the need for amendments or extensions to warranty or service agreements. Determines when customer requested changes are out-of-scope. May confer with management regarding customer credits and precedent-setting decisions.

Recommends actions by analyzing and interpreting data and making comparative analysis. Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service.

Acts as the point of contact with the customer on assigned accounts. May be called upon to coordinate customer visits, presentations, and/or audits. Maintains successful, long-term business relationships and contacts with customer procurement employees. May have responsibility to coordinate and ensure coverage for "aircraft-on-ground/critical priority service.

Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).

Ensures compliance with federal, state, and aerospace industry regulations (e.g. FAA); ensures adherence to requirements and advises management on needed actions.

Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities (e.g. continuous improvement).

Qualifications:

• Bachelor's degree (BA) in Business Administration, which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in technical product customer support or contract administration.
• Previous experience and/or knowledge of airline maintenance practices or aerospace supplier repair & overhaul practices.
• Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable.
• May require knowledge of international trade and export requirements.
• Maintains a thorough knowledge of Parker products and customers.
• Knowledge of and ability to effectively apply and/or implement continuous improvement principles and techniques.
• Proficient with standard business application software and specialized data analysis or materials systems (e.g., electronic data interface (EDI) or manufacturing resource planning (MRP) systems).
• Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams.
• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.
• Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services.
• Ability to effectively communicate and present information to team members, team leaders, and customers.
• Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.
• Superior written and verbal communication skills, with the ability to communicate effectively across teams and organizational levels.
• Open-minded, adaptable, and eager to learn new processes, tools, and concepts.
• Self-motivated with the ability to work independently and take initiative in a fast-paced environment.
• Highly disciplined, well organized, and capable of managing multiple priorities with strong attention to detail.

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.

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