Cust Serv Acct Adm I (SSO Division - Irvine, CA)

PARKER HANNIFIN

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For 100 years the company has engineered the success of its customers in a wide range of diversified industrial and aerospace markets.

PARKER AEROSPACE

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.

Customer Service Account Admin I

Position Summary/Essential Functions:

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.

This senior position provides group leadership support as directed by the manager.

SCOPE/SUPERVISION AND INTERACTION:

_____ Has Direct Reports __X__ Does Not Have Direct Reports

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; research 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.

Please note that the salary range information is only applicable for California, New York, Washington. Compensation is based on a variety of factors, candidate experience, qualifications, location as well as market and business considerations.

The wage range for this role considers allowances for a number of factors, including but not limited to required experience, skill level, prior training, licensure/certifications, education, and other business needs. A reasonable estimate of the current range is $66,315.00 - $110,638.00, based on experience.

We offer a comprehensive and competitive total compensation package.

Come join the Parker Aerospace Team! We are proud to offer competitive benefits designed with health, wealth and well-being in mind. Our competitive package includes:

Health and Wellbeing:

• Our benefits start on day 1 of employment! We offer comprehensive medical, dental, and vision coverage from day one, including Health Savings and Reimbursement Accounts.
• Wellness incentive credits leading to reduced healthcare premiums.
• Access to Employee Assistance Program (EAP) for health and well-being support.
• Access to multiple dental plan options and vision coverage.
• Flexible Spending Accounts for both Childcare and Healthcare expenses as well as optional Supplemental Medical Benefits.
• Reduced healthcare premiums offered with a wellness incentive credit.
• Company provided Life Insurance
• Accidental Life & Dismemberment Insurance, Short Term and Long-Term Disability insurance. Additional supplemental benefits include legal protection plan, pet insurance coverage options, and identity-theft protection.

Financial Security and Growth:

• Competitive salary with an annual bonus incentive plan.
• 401k Employer match up to 5% and an annual Retirement Income Account (RIA) contribution of 3%. Overall, 8% company match.

Time Away & Work-life Balance:

• Generous Paid Time Off Program
• 13 paid holidays
• Parental Leave: 4 weeks at 100% pay for new family additions.
• Extras like Adoption Assistance, financial guidance resources, paid jury duty, bereavement time, and time off for citizenship testing, marriage, and birth.
• We believe in the importance of work life integration and support a 9/80 Alternative Work Schedule (AWS)

Career Advancement and Education:

• Career development opportunities with up to $10,000 tuition reimbursement per year.
• Support for ongoing education through our Educational Reimbursement program.

Parker Purpose Opportunities (Social Responsibility):

• Business Resource Groups promoting diversity, equity, and inclusion.
• Engagement activities celebrated throughout the year.
• FYE Celebration, anniversary recognition events, employee appreciation, veteran appreciation, and more!
• The Parker Foundation provides access to donation matching, disaster relief, charitable organization funding, and paid volunteer hours.
  
  

Additional Benefits:

• Employee discounts on various services (car purchases, computer purchases, life adventures, etc.).
• Employee Referral program - Refer a family member or friend and receive a generous award for referrals that are hired (up to $4,000).

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.

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. U.S. Citizenship is required for most positions.

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 http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf (06/20/2006) (C/O July 2015).