Serves as the customer’s advocate within Parker by acting as the liaison and facilitator for the resolution of issues regarding any aspect of Parker support. Identifies technical, logistical, performance, or support issues with Parker products or services.
1. Acts as primary customer interface with the Order Execution/Vendor Management disciplines of the customer's organization by developing and maintaining on-going long term relationships and through periodic customer scorecard reviews; with a focus on Premier and Strategic customer base. 2. Serves as the customer’s advocate within Parker by acting as the liaison and facilitator for the resolution of issues regarding any aspect of Parker support. Identifies technical, logistical, performance, or support issues with Parker products or services. 3. Ensures long-term profitable growth of spares, repairs, services, product improvements, and retrofit business of all Parker Aerospace product lines at assigned customers by working independently, or alongside Aftermarket Business Development Managers when applicable, to develop and implement marketing plans and strategies. 4. Identifies new business opportunities through working the closure of major customer issues. Has the ability to translate customer requirements into proposals that are priced to win and provide acceptable profits to meet company guidelines. 5. Responsible for meeting sales and contracted bookings targets for portfolio of customers identified by Business Unit Manager. Capable of obtaining customer intel/forecasts and translating that into division specific action plans as it relates to FY plan and outlook 6. Owns customer scorecard performance metrics (delivery TAT, quality / quarantined events, warranty adjudication, reliability, customer service) and partners with the service centers, CRC, spares - surplus, reliability, customer service engineering, field service, and divisions to maintain a high level of operational performance. 7. Complies with federal, state, and aerospace industry regulations by studying existing and new legislation, enforcing adherence to requirements, and advising management on needed actions (e.g. export compliance). 8. Responsible for determining Likelihood to Recommend (LTR) baseline at Premier and Strategic Customers and increasing metric over the previous FY. Evaluate, recommend, and implement strategies to increase customer satisfaction. 9. Serves as customer expert and resource – i.e. “owns” the VOC to CSO and Divisions. 10. Supports contractual performance auditing to confirm adherence of key contractual terms such as pricing / exclusivity vs actual events. 11. Coordinates the completion of administration tasks of discounts, royalties, rebates, remedies, considerations, license fees, commissions and CY escalation. 12. Responsible for leading face to face customer reviews. Prepares all presentations needed for face to face reviews by partnering with technical / service center teams, Quality and Business Development. 13. Coordinates the development and population of Plan for Every Customer “PFEC” independently and when applicable, alongside a partnered Business Development Manager. 14. Maintains a level of technical knowledge of existing and new products, including cost reduction and production methods for developing current and new accounts. Maintains professional and technical knowledge by attending seminars, reviewing trade and technical publications, establishing networks, and/or participating in professional associations. 15. Must be able to accomplish tasks working in a cross-functional matrix organization. 16. Identify competitive threats and work independently or alongside Business Development, when applicable, to develop and lead efforts to defend accounts from competitors.
BA/BS degree in business, or related field, or Mechanical or Aeronautical engineering. Eight or more years of increasingly responsible aerospace experience including two or more years of high-level account management, customer relationship management experience, and project and customer program management. Thorough knowledge of company products and services, technology, regulations, and policies related to marketing and customer support for airline, military or OEM customers. Thorough knowledge of company products and services, technology, regulations, and policies related to marketing and 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.
Parker Hannifin EMEA Sàrl (“PHEMEA”), based in Etoy, Switzerland, is the Principal Operating Company for Parker in the EMEA region. It is supported by a network of Parker Manufacturing Divisions and Sales Company Entities. The Aerospace Group EMEA is a strategic business Group within PHEMEA. Hydraulic Systems Division EMEA (HSDE) is a key service provider to PHEMEA.
Parker is an equal opportunity employer and does not discriminate on grounds of age, race, religion, ethnic origin, sex, sexual orientation or disability in relation to recruitment and employment.
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