Position Summary

Administers warranty and maintenance agreements for customer service accounts of moderate scope and complexity to achieve division business objectives and to meet customer performance expectations. Responsible for the direction and oversight of assigned customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, negotiates pricing and discounts, and ensures compliance with warranty or maintenance agreements.

Responsibilities

• Administers and/or provides oversight for assigned customer accounts 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 requirements across multiple customers, products, and internal teams. Focuses on repair process and stock allocation issues to maximize customer service levels. May reprioritize repair schedule 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. May confer with management regarding customer credits and precedent-setting decisions.

• Recommends actions by analyzing and interpreting data and making comparative analysis. Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service. May develop provisioning recommendations for new aircraft maintenance agreements.

• 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 customer procurement employees. May have responsibility to coordinate and ensure coverage for "aircraft-on-ground"/critical priority service. May perform customer service administration activities on a limited basis.

• 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.

• 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

Education and Experience

Bachelors degree (BA) in Business Administration or an equivalent combination of education 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 two or more years of directly related experience in technical product customer support or contract administration.

Parker Hannifin

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.

Equal Employment Opportunity

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 Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov).

Drug Tests

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.