Details:
Job Title: Aftermarket Service Center Manager
Pay Rate: $130K annually
Location: Kalamazoo, MI
Area Code: 269
ZIP Code: 49001
Start Date: Right Away
Medical with prescription, Dental, Vision from hire date
Flexible Spending Accounts (Health Care FSA and Dependent Care FSA)
13 paid holidays annually, 10 days of vacation and 5 sick days
Annual Cash Incentive Plan (bonus)
$50,000 Life Insurance Policy from hire date
401k with company match of 5%
Employee Assistance Program
Optional Personal Accident Insurance
Free Will Preparation
Retirement Income Account
EY Financial Planning Program
Education (tuition) Reimbursement
Responsibilities:
Responsible for mid to large aftermarket service centers to achieve financial and customer service goals in coordination with the assigned operating division.
Acts as the primary customer service contact for a site or division for aftermarket products and services. Services include commercial repair administration, customer service, Commercial and Military spares liaison, contract, and pricing negotiations, provides field performance issue support.
Works closely with business development segment leaders, account managers and aftermarket operations to maximize aftermarket revenues and provides input into short- and long-term sales forecasts.
Provides leadership for a commercial repair 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.
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 annual sales plan for Military and Commercial aftermarket segments.
Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year coordinates with customer facing and operation teams supporting recovery actions required to meet or exceed sales and earnings objectives.
Coordinates new sales opportunities thorough Product Improvement and Retrofit (PI&R), supports long-term maintenance agreements, and similar business development activities in coordination with the operating division.
Manages contract reviews, participates in negotiations for flow down of terms and conditions for Product Support Agreements (PSA) and Entry into Service requirements.
Consults and provides guidance and interpretation on aftermarket contract terms and conditions (e.g., warranty provisions; maintenance agreements) and pricing.
Ensures efficient customer service operations including order administration, order status, issue resolution, technical support, and expedited Aircraft of Ground (AOG) support.
Manages the service center team to maximize effectiveness and assure compliance to internal and external requirements (e.g., export compliance).
Manages the department budget and human resource actions (e.g., staffing, training, compensation, etc.).
Evaluates and provides performance feedback to ensure individual and team results meet objectives.
Communicates and implements actions to ensure company values and company policies are well understood and maintained (e.g., business ethics; integrity; inclusion).
Monitors and reports on aftermarket sales, customer service and operational metrics.
Completes analysis of issues and develops plans to correct deficiencies and prioritize efforts.
Provides input to aftermarket material procurement on inventory recommendations (e.g., required rotable quantities; exchanges), which benefit operational and customer service performance
Supports customer support activities to address field performance issues on division products.
Supports customer site visits, audits, regulatory reviews, recovery plans and high-level communication.
Education and Experience:
Bachelor's degree
8+ years related experience
2+ years experience leading teams and projects involving customer interface, contracting, and negotiations
Skills and Knowledge:
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.
Overnight, long-distance travel may be required.
This position is subject to meeting US export compliance and/or U.S. Government contracting citizenship eligibility requirements.
If you are interested in this role, please apply via the apply now link provided. Our overriding goal is to provide quality staffing solutions that help people, organizations, and communities succeed. Belcan is a leading provider of qualified personnel to many of the world's most respected enterprises. We offer excellent opportunities for contract, temporary, temp-to-hire, and direct assignments. We are the employer of choice for thousands worldwide. For more information, please visit our website at
EOE/F/M/Disability/Veterans
T tulo profesional: Gerente del centro de servicio posventa
Salario: $130K anualmente
Ubicaci n: Kalamazoo, MI
C digo de rea: 269
C digo postal: 49001
Fecha de inicio: inmediatamente
Beneficios:
M dico con receta, Dental, Visi n desde la fecha de contrataci n.
Cuentas de gastos flexibles (FSA para atenci n m dica y FSA para cuidado de dependientes)
13 d as festivos pagados anualmente, 10 d as de vacaciones y 5 d as de enfermedad
Plan Anual de Incentivos en Efectivo (bono)
P liza de seguro de vida de $50,000 desde la fecha de contrataci n
401k con aportaci n de la empresa del 5%
Programa de asistencia al empleado
Seguro Opcional de Accidentes Personales
Preparaci n del libre albedr o
Cuenta de Ingresos de Jubilaci n
Programa de Planificaci n Financiera EY
Reembolso de educaci n (matr cula)
Responsabilidades:
Responsable de centros de servicio posventa medianos y grandes para lograr objetivos financieros y de servicio al cliente en coordinaci n con la divisi n operativa asignada.
Act a como el contacto principal de servicio al cliente para un sitio o divisi n de productos y servicios posventa. Los servicios incluyen administraci n de reparaciones comerciales, servicio al cliente, enlace de repuestos comerciales y militares, negociaciones de contratos y precios, y brinda soporte para problemas de desempe o en el campo.
Trabaja en estrecha colaboraci n con l deres del segmento de desarrollo empresarial, gerentes de cuentas y operaciones de posventa para maximizar los ingresos del mercado de posventa y proporciona informaci n sobre pron sticos de ventas a corto y largo plazo.
Proporciona liderazgo para un equipo de servicio al cliente de reparaci n comercial ubicado en un sitio o divisi n con productos m ltiples/diversos o con grandes vol menes de productos individuales.
Coordina entre los equipos de la divisi n interna los requisitos operativos y del cliente.
Sirve como enlace y tiene interacci n regular con los clientes.
Puede reportarse a trav s de un l der de equipo o directamente al personal de la divisi n de atenci n al cliente.
Desarrolla pron sticos de posventa de sitio o divisi n basados en proyecciones de ventas y la capacidad de operaciones necesaria para lograr los objetivos de ventas.
Coordina y/o proporciona informaci n para el plan de ventas anual integral para los segmentos del mercado de repuestos militar y comercial.
Planifica y dirige actividades del centro de servicio para lograr el plan de ventas anual; supervisa el estado de los pedidos y los pedidos pendientes durante todo el a o, coordina con los equipos de operaci n y de atenci n al cliente y respalda las acciones de recuperaci n necesarias para cumplir o superar los objetivos de ventas y ganancias.
Coordina nuevas oportunidades de ventas mediante mejora y modernizaci n de productos (PI&R), respalda acuerdos de mantenimiento a largo plazo y actividades de desarrollo comercial similares en coordinaci n con la divisi n operativa.
Gestiona revisiones de contratos, participa en negociaciones para determinar los t rminos y condiciones de los acuerdos de soporte de productos (PSA) y los requisitos de entrada en servicio.
Consulta y proporciona orientaci n e interpretaci n sobre los t rminos y condiciones de los contratos de posventa (por ejemplo . click apply for full job details
Date Posted: 13 April 2025
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