Global Spares Cx Leader

2 weeks ago

Irvine, United States Parker Hannifin Corporation Full time

**Org Marketing Statement**

Parker is a Fortune 250 global leader in motion and control technologies. For more than a century, the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at

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 can make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

SUMMARY:
Broad responsibility in leading the execution of $600M+ in Commercial spare sales. Responsibilities include managing the 24/7 Global Customer Response Center (CRC) and regional locations ensuring excellent levels of service for after hour Aircraft on the Ground (AOG) support, Commercial spares quoting and follow-up, purchase order entry & contractual review, commercial repair status inquiries and coordination, field technical inquiries, problem resolution and mis-directed inquiry coordination while ensuring all global locations follow the standardized process. The leader will ensure alignment with the service centers and CRC to ensure execution of the monthly sales outlook. Drive continuous improvement in customer experience and simplification through E-Business capability improvement/maintenance while ensuring improvement in customer experience. This position will support initiatives and projects that drive support across the larger commercial business team. The leader will develop strategic roadmap for improving customer experience and improvements for the spares value stream which may provide benefit across the commercial team.

SCOPE/SUPERVISION AND INTERACTION:

- _X_Has Direct Reports __ Does Not Have Direct Reports

Functional area: Business unit leadership of a multi-disciplined, cross-functional team.

ESSENTIAL FUNCTIONS:
l. Complexity

Coordinates activities across multiple functions to ensure customer requirements are fulfilled. Works closely with internal support teams to meet overall team and division objectives.

II. Impact

Highly visible position with primary responsibility for commercial spare sales execution, customer experience and commercial team support. Assesses future needs and trends to ensure division goals are met. Develops/supports short and long-range forecasts and strategic plans.

III. Main Responsibilities

Responsible for execution of all commercial spare inquiries, transactions, order entry and status, customer support, problem resolution and after hour AOG process. Manages single order claims, coordinates customer shipment returns including the creation of approved credit and add bill transactions.

Responsibilities include flow down of all contractual terms and conditions from applicable PSAs, MRO LTAs, etc

Global CX/CI Leader for developing and executing continuous improvement plans while tracking performance.

E-Business maintenance, adding capabilities, customer on-boarding, trouble shooting, and tracking.

Supporting projects like bookings and sales forecasting and other initiatives as required by the commercial team.

JOB REQUIREMENTS:
Ten or more years of major professional accomplishments and seven or more years leadership of projects and teams of considerable size, scope and complexity. Demonstrated ability to perform the described role and responsibilities and obtain the desired results.

Bachelor’s Degree in a technical or business discipline is required and progressive career experience. An M.B.A. may be preferred.

Demonstrated customer responsiveness, proficiency in product and manufacturing technology and systems integration, and experience in multiple organizational roles in the industry.

Demonstrated teamwork and team building skills in producing results and meeting organizational objectives. Capable of assessing and developing individual team skills and capabilities. Able to create and maintain enthusiasm for new and challenging goals. Serves as a role model by promoting new ideas and positive change.

Highly effective in facilitating group dynamics across various audiences and work groups. Persuasive presentation and interpersonal skills.

Extensive understanding of business systems, financial plans and controls, contractual terms and regulatory requirements.

Experience with Aero Repair, Aero buy, and other E-Business Systems required.

(“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 If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination

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