Customer Recovery Manager (Aerospace)

Customer Recovery Manager

Position Summary

The Customer Recovery Manager provides oversight and leadership to support division wide past due backlog recovery efforts, to meet or exceed our customer expectations to return to "on-time" to purchase order status. Coordinates cross-functionally to mitigate external customer production line disruptions and past due purchase order lines, typically caused either by supplier delinquencies, internal production execution challenges, schedule instability, manufacturing re-work, or test equipment failures. The Customer Recovery Manager is the "voice of the customer" to balance demand with supply, and to set priorities for fulfillment in a critically past due environment, with the ultimate objective of driving performance improvements and restoring credibility with our customers. In this role, the Customer Recovery Manager will be an internal point of escalation for customer calls, interactions, and leadership reviews, to mitigate escalations to the Business Unit Manager, Division General Manager or other Aerospace Group leadership.

Job Responsibilities

• Provides strategic guidance on how to successfully build and execute recovery plans that result in long-term production stability and the recovery of the division to customer purchase orders.
• Collaborates with all support functions (within Parker and at suppliers), as needed to gain credible and timely information to provide customer feedback on a cadence consistent with customer expectations.
• Establishes key recovery milestones and assists the team to identify and mitigate potential opportunities, risks and issues impacting recovery.
• Conveys recovery plans to customers in a manner that satisfies the customer(s) and demonstrates that the division has control of the situation and is mitigating customer production line impact.
• Acts as managerial escalation point of contact for customers for matters regarding production status, schedule impacts, shipping information, and returned material.
• Mitigates customer escalations outside of the division through expert communication skills and savvy.
• Builds (and rebuilds) trust and credibility with customer leadership as the division works through recovery.
• Supports the production and material planning functions, to monitor material movement, arrival, and release to the production floor; participates in the SIOP process to help the division understand customer demand and supply strategies.
• Guides the preparation of reports, presentations, graphs, charts, and other documentation as needed to effectively illustrate production recovery.
• Coordinates customer leadership visits when such visits are primarily focused on delivery performance.
• Addresses both simple and complex individual or systemic problems, issues or concerns that are representing a barrier to performance improvements.
• Demonstrates temperance in communication style; drives engagement on team in a manner that encourages team-building, emotional support, and work-life balance as the team works through difficult and high-stress situations with customers.
• Other responsibilities as assigned by Division General Manager.

Qualifications

• Education requirement: bachelor degree in Engineering, Business, or related field
• Years of experience: 10+ years of experience within a manufacturing facility in the disciplines of Operations, Materials Planning, Procurement, Quality, Engineering, Program Management or Customer Service.
• Experience within an aerospace manufacturing organization is highly preferred.
• Extremely articulate communication skills (written and verbal); able to deal with upset customers or difficult situations; able to coordinate and collaborate across functions; able to work with suppliers; able to present to all levels of an organization and executive leadership.
• Ability to manage customer complaints to prevent issues from escalating.
• Demonstrated understanding of manufacturing/production flow for similar parts. Experience in a turn-around or recovery situation preferred.
• Established ability to manage multiple projects/activities, with the capacity to meet deadlines and achieve excellent results.
• Ability to demonstrate a leadership presence, with the ability to foster teamwork and cooperation across diverse teams; able to influence business decisions and resource allocations.
• Ability to set clear expectations and manage results through the use of standard work and appropriate KPIs that drive behaviors.
• Proficiency with financial and manufacturing data analysis, to assist with critical decision making in resource planning, inventory management, and financial impact.
• Green Belt or Lean Expert certification preferred.
• Travel for this position may be required, typically up to 25%.

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

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

Competitive Compensation

• Pay Range: $138,150 to $241,850 annually
• Participation in Annual Incentive Program

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays.

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