Aftermarket Services Manager

2 weeks ago

Whippany New Jersey, United States SCOPE Recruiting Full time

Key Responsibilities:
Act as the primary point of contact for customers regarding product support inquiries, issues, and opportunities. Champion and lead the aftermarket commitments and objectives of SCOPE Recruiting.

Leverage existing programs, policies, and procedures to achieve company-defined objectives.

Conduct analyses and measurements to identify and implement enhancements in turnaround time, cost efficiency, quality, and customer satisfaction.

Fulfill responsibilities to ensure that schedules, deliveries, quality standards, and cost targets are met.

Establish pricing strategies and conduct pricing evaluations.

Ensure compliance with contract terms and conditions.


Oversee the management, allocation, monitoring, and analysis of departmental budgets, personnel resources, and performance, along with other product support-related tasks.

Support the development and execution of strategic and tactical planning processes for aftermarket and product support sectors (excluding spare parts).

Provide leadership, guidance, and support to the Operations & Repair Supply Chain, which includes, but is not limited to:

Resolving technical, quality, and compliance issues.

Delivering forecasts and strategic direction to minimize costs and enhance cycle times.

Providing leadership, guidance, and support for authorized service centers.

This includes, but is not limited to, the selection, evaluation, auditing, supervision, and administration of service centers.

Recommend, implement, and foster strategic partnerships and alliances as appropriate, based on company goals and market conditions.

Engage proactively with end users to establish equipment maintenance schedules, including revenue commitments.

Provide leadership, guidance, and support for field service and customer training, which includes, but is not limited to:

Assessing field service level requirements and resources.

Coordinating training needs and opportunities, including revenue commitments.

Offering technical and logistical support.

Provide leadership, coordination, guidance, and support with Quality, Engineering, and Operations to address customer field issues, which includes, but is not limited to:

Ensuring timely responses to customer inquiries.

Conducting follow-ups as necessary (e.g., root cause analysis, corrective actions, documentation changes, etc.).

Identifying trends and perceptions; addressing them as appropriate.

Support the Quality Department's warranty reduction initiatives.


Assist with marketing support and business development to boost volume and aftermarket revenue/spare parts sales in alignment with company objectives and market opportunities.

Engage with customers, attend conferences, and participate in trade shows as appropriate.

Support growth opportunities through:

Potential aftermarket initiatives and aviation trends.

Input for unsolicited proposals.

Assist with user conference training programs.

Help populate the customer database.

Assist in re-engaging inactive customers.

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Supervision Responsibilities:
Supervise, manage, and lead the Product Support Department staff.

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Contact Points:
Direct interaction with all internal levels, as well as customers, suppliers, and auditors.

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Required Qualifications:
A college degree, preferably in Engineering or Business Administration.

Experience in management and staff supervision, with profit and loss responsibility.

Experience in overhaul and repair, materials management, and customer service.

Familiarity with commercial contracting, US government contracting regulations, property regulations, FAA regulations, ITAR, and technical assistance agreements.

Willingness to travel.

Excellent communication skills.

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