Customer Service Account Admin II (SSO – Location: Glendale, AZ)

Parker Hannifin•Glendale, AZ

19h•Onsite

About The Position

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. The Customer Services Administrator (CSA) is responsible for managing commercial repair accounts by providing excellent customer support and ensuring smooth order processing. This role serves as the primary point of contact for customers, coordinating repair orders, tracking shipments, and managing communication between customers, internal teams, and service centers. The CSA monitors performance and delivery, investigates complaints, and ensures compliance with warranty or maintenance agreements. They also ensure repair documentation, invoicing, and quality requirements are met, while maintaining strong relationships with customers to support their needs and expectations. Attention to detail, problem-solving skills, and knowledge of aerospace repair processes are essential to effectively manage the repair lifecycle and contribute to customer satisfaction.

Requirements

Bachelor’s degree (BA) in Business Administration and has provided both theoretical and practical knowledge in the field.
Demonstrated ability to perform the essential functions of the job typically acquired through (03) three or more years of directly related experience in technical product customer support or contract administration.
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.
This position is subject to meeting U.S. export compliance and/or U.S Government contracting citizenship eligibility requirements.

Responsibilities

Manage assigned customer accounts for parts returned for service or replacement, ensuring customer performance and delivery requirements are met.
Provide solutions to customer issues affecting cost or schedule, negotiating across customers, products, and internal teams.
Focus on repair processes and stock allocation to maximize service levels; communicates to the customers new repair schedules as needed.
Lead weekly reviews with customers to discuss open backlog, delivery dates, recovery dates, and recovery plans when necessary.
Investigate and resolve claims, complaints, and billing discrepancies, coordinating with technical and quality teams.
Approve special price quotes, allowances, and warranty amendments; assess scope changes and consult management on credits.
Analyze data to recommend process improvements and support new aircraft maintenance agreements.
Serve as primary customer contact, coordinating visits, presentations, and audits; maintain strong customer relationships.
Support critical priority services such as aircraft-on-ground situations.
Maintain professional knowledge through training and industry involvement; ensure compliance with aerospace regulations.
Share expertise, represent the company on projects, and contribute to team and cross-functional initiatives.