Customer Service Account Admin I (SSO – Elyria, OH)

Parker Hannifin; Elyria (OH); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Parker Aerospace in Elyria, OH is seeking a Customer Service Account Admin I to serve as the primary liaison between SSO and the division for month-end outlook tracking. You will coordinate timely updates, ensure alignment between teams, and support visibility into current-month performance; administer warranty and maintenance agreements to meet objectives.

The role requires handling complex customer issues, negotiating pricing, and mentoring others while ensuring compliance with FAA and other

Qualifications

• Bachelor’s degree in Business Administration or equivalent.
• Six+ years of experience in technical product support or contract administration.
• Thorough knowledge of warranty and maintenance agreements and industry practices.
• Ability to read, analyze, and interpret policies and contracts.
• Strong negotiation skills to obtain favorable prices and terms.

Responsabilités

• Administers and oversees major customer accounts and warranty/maintenance terms.
• Interprets customer requests, monitors delivery, and resolves issues.
• Negotiate complex requirements across customers, products, and internal teams.
• Coordinate and maintain relationships with high-level customer procurement staff.
• Lead continuous improvement initiatives within the division.

Connaissances

Negotiation

Contract analysis

Communication

Problem solving

Formation

Bachelor’s degree in Business Administration

Outils

EDI

MRP systems

Description du poste

Org Marketing Statement

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

Org Marketing Statement

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

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker’s goal of addressing the world’s most pressing engineering challenges. At Parker, our team members belong, matter and make a difference.

Services & Support Operations Division

The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.

Customer Service Account Admin I (SSO – Elyria, OH)

Position Summary/Essential Functions

As the primary liaison between SSO and the Division for in-the-month outlook tracking. Responsible for coordinating timely updates, ensuring alignment between both teams, and supporting accurate visibility into current-month performance expectations. The role will help facilitate clear communication, follow-up on required inputs, and promote accountability throughout the outlook tracking process. Administers warranty and maintenance agreements for customer service accounts to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of major and/or multiple customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing, and discounts, and ensures compliance with warranty or maintenance agreements.

Scope/Supervision And Interaction

____ Has Direct Reports __X__ Does Not Have Direct Reports Interaction is primarily within Parker and core team or cross-functional internal teams.

Responsibilities

• Administers and/or provides oversight for specialized and/or major customer accounts of diverse scope and complexity in response to parts returned for service or replacement. Evaluates customer performance requirements, delivery schedules, and reviews estimates of material and labor costs.
• Provides mutually acceptable solutions to customer problems that impact cost or schedule. Negotiates complex requirements across multiple customers, products, and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May re-prioritize repair schedules to meet customer commitments.
• 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.
• Approves or authorizes special price quotations and allowances, deductions, and adjustments on a case-by-case basis. Determines the need for amendments or extensions to warranty or service agreements. Determines when customer requested changes are out-of-scope. Confers with management regarding customer credits and precedent-setting decisions. Becomes the subject matter expert to be able to provide mentorship as part of the high performing team.
• 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 expected to 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., FAA); ensures adherence to requirements and advises management on needed actions.
• Provides leadership 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. Trains and mentors less experienced employees.
• 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).

Qualifications

• Bachelor’s degree (BA) in Business Administration and experience which has provided both theoretical and practical knowledge in the field.
• Demonstrated ability to perform the essential functions of the job typically acquired through six or more years of related experience in technical product support or contract administration.
• Thorough 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.
• Ability to effectively assess, lead, and implement continuous improvement in critical and/or high-impact areas.
• 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 diverse scope and complexity where analysis and evaluation of various outcomes require tradeoffs; solve a wide range of difficult problems in imaginative and practical ways; evaluate alternative solutions that may require coordination across multiple teams.
• Ability to establish goals and objectives to complete projects.
• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.
• Ability to respond to significant 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, customers, and top management.
• Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.

This position is subject to meeting U.S. export compliance and/or U.S Government contracting citizenship eligibility requirements.

Drug-Free Workplace

In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.

Equal Employment Opportunity

Additional Comments

The essential functions have been provided as example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position. Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations. (“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 Employees & Job Applicants | U.S. Equal Employment Opportunity Commission