Service Center Manager II (SSO Division - Location: Irvine, CA)Position SummaryResponsible to achieve aftermarket service center financial and customer service goals in coordination with the assigned operating division. Acts as the primary customer contact for a site or division 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 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, multi-year Military and Commercial aftermarket sales and earnings plans.
2. Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year and takes recovery actions as needed to meet or exceed sales and earnings objectives.
3. Develops new 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.
4. SSO Business team liaison with Division. Addresses critical customer and division issues in a timely manner. Leads project teams to improve process. POC for division holds, issues, follow up. Active participation in division Gemba walk, TIBs, Division Townhalls, etc. Support division SIOP meetings.
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. Responsible for division financial and performance tracking. Leads Fiscal Year Sales Plan creation and division reviews. Leads sales outlook and outlook reviews. Leads fiscal year risk and opportunity tracking and closure.
8. Advocate for Continuous Improvement. Sets an example of continuous improvement to improve the internal customer experience. Streamline processes through standard work events, Kaizens, projects. Supports SSO and division AIP initiatives. Daily attendance at Gemba / RTB to ensure the team is represented and able to contribute to resolving issues that arise.
9. Plans and manages technical customer support activities to address field performance issues on division products and assists in the development of risk mitigation plans.
10. Focal point for coordination of customer site visits, support audits, regulatory reviews, and high-level communication.
Key Competencies- Execution focused and resilient, with the ability to lead in a fast paced, customer driven environment
- Ownership mindset - takes accountability for results, team performance, and customer outcomes
- Articulate Communicator - clear, concise, and effective across all levels of the organization
- Drive to Win - balanced with collaboration and enterprise thinking
- Influencer - able to align cross-functional teams and stakeholders without direct authority
- Responsive and Customer Focused - acts with urgency while maintaining quality and accuracy
- Operational acumen - understand and actively manages backlog, demand, and service delivery metrics (TAT, quality delivery).
- Process and Systems knowledge - strong understanding of Parker processes, tools, and standard work (MSS, ROL, PLS, HPT, SIOP, MPS).
- Enterprise mindset - advocates for Parker's overall success - balancing both SSO and Division priorities
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 U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. Must be a US Citizen.
Pay, Benefits, Work Schedule Competitive Compensation- Pay Range: $122910 to $215170 annually
- Participation in Annual Incentive Program
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.
- 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.
- Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
- Paid Time Off and Company-Paid Holidays.
