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Description:

Position Summary

• Administers contracts and agreements for complex products and systems for customer accounts to achieve division business objectives and to meet customer performance expectations.
• Acts as customer and division facing point of contact.
• Responsible for the direction and oversight of major and/or multiple customer accounts.
• Interprets customer requests, monitors performance and delivery, investigates complaints, generates proposals, negotiates pricing, and ensures compliance with contracts and agreements.

Responsibilities

• Administers and/or provides oversight for order fulfillment of specialized and/or major customer accounts of diverse scope and complexity.
• Responsible for the fulfillment of contract requirements, customer performance and delivery schedules.
• Provides mutually acceptable solutions to customer problems that impact cost or schedule.
• Negotiates complex requirements across multiple customers, products, and internal teams.
• Focuses on execution of spare and repair deliveries to meet contract requirements.
• Investigates and resolves claims or complaints by collecting and analyzing information.
• Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.
• Determines the need for amendments or extensions to warranty or service agreements.
• Determines when customer requested changes are out-of-scope.
• May confer with management regarding customer credits and precedent-setting decisions.
• Recommends actions by analyzing and interpreting records of present and past operations, trends, and costs.
• Analyzes proposed changes in methods and/or procedures.
• May provide input to customer service engineering regarding maintenance or return trends and perform other specialized assignments.
• Acts as the point of contact with the customer on assigned accounts.
• Coordinates customer visits, presentations, and/or audits.
• Maintains successful, long-term business relationships and contacts with high-level customer procurement employees.
• May have responsibility to coordinate and ensue coverage for aircraft-on-Ground/critical priority service.
• Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes within the division and/or with corporate and customer involvement. Recommends actions by analyzing and interpreting data and making comparative analyses.
• Analyzes proposed changes in methods.
• Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).
• Ensures compliance with federal, state, and aerospace industry regulations (e.g. FAR/DFAR); ensures adherence to requirements and advises management on needed actions.
• May provide guidance to others in customer support, a related function, or a business team.
• Acts as prime contact on high level projects.
• Establishes goals and objectives required to complete projects.
• Serves as a functional subject expert and resource.
• Shares specialized knowledge with others.
• Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed.
• Work assignments may include cross-functional or project team responsibilities (e.g. continuous improvement).

Education and Experience:

• Bachelor's degree (BA) in Business Administration and an equivalent combination of education and experience which has provided both theoretical and practical knowledge in the aviation/aerospace field.
• Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in technical product customer support or contract administration.

Knowledge, Skills and Abilities:

• Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies.
• Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable.
• May require knowledge of international trade and export requirements.
• Maintains a thorough knowledge of Parker products and customers.
• Knowledge of and ability to effectively apply implement continuous improvement principles and techniques.
• Proficient with standard business application software and specialized data analysis or materials systems (e.g. electronic data interface (EDI) or manufacturing resource planning (MRP) systems).
• Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams.
• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.
• Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services.
• Ability to effectively communicate and present information to team members, team leaders, and customers.
• Ability to effectively demonstrate team member competencies and participate in goal-setting, performance feedback, and self-development activities.