Call center manager Jobs in Ann Arbor, MI

This is a Direct Hire Opportunity with the Client - Relocation Assistance is available!

Aftermarket Service Center Manager to join a leading Company located in the Kalamazoo, MI surrounding area.

Responsible for mid to large aftermarket service centers to achieve financial and customer service goals in coordination with the assigned operating division. Acts as the primary customer service contact for a site or division for aftermarket products and services. Services include commercial repair administration, customer service, Commercial and Military spares liaison, contract and pricing negotiations, and field performance issue support. Works closely with business development segment leaders, account managers and aftermarket operations to maximize aftermarket revenues and provides input into short- and long-term sales forecasts. Provides leadership for a commercial repair customer service team located at a site or division with multiple / diverse products or with high volumes of single products. Coordinates across internal division teams on customer and operational requirements. Serves as a liaison and has regular interaction with customers. May report through a team leader or directly to customer support division staff.

Responsibilities :

• Develops site or division aftermarket forecasts based on sales projections and the operations capacity needed to accomplish sales objectives.
• Coordinates and / or provides input to comprehensive annual sales plan for Military and Commercial aftermarket segments.
• Plans and directs service center activities to achieve the annual sales plan; monitors backlog and order status throughout the year coordinates with customer facing and operation teams supporting recovery actions required to meet or exceed sales and earnings objectives.
• Coordinates new sales opportunities thorough Product Improvement and Retrofit (PI&R), supports long-term maintenance agreements, and similar business development activities in coordination with the operating division.
• Manages contract reviews and participates in negotiations for flow down of terms and conditions for Product Support Agreements (PSA) and Entry into Service requirements.
• Consults and provides guidance and interpretation on aftermarket contract terms and conditions (e.g., warranty provisions; maintenance agreements) and pricing.
• Ensures efficient customer service operations, including order administration, order status, issue resolution, technical support, and expedited Aircraft of Ground (AOG) support.
• Manages the service center team to maximize effectiveness and assure compliance with internal and external requirements (e.g., export compliance).
• Manages the department budget and human resource actions (e.g., staffing, training, compensation, etc).
• Evaluates and provides performance feedback to ensure individual and team results meet objectives.
• Communicates and implements actions to ensure company values and policies are well understood and maintained (e.g., business ethics; integrity; inclusion).
• Monitors and reports on aftermarket sales, customer service, and operational metrics.
• Completes analysis of issues and develops plans to correct deficiencies and prioritize efforts.
• Provides input to aftermarket material procurement on inventory recommendations (e.g., required rotable quantities; exchanges), which benefit operational and customer service performance
• Supports customer support activities to address field performance issues on division products.
• Supports customer site visits, audits, regulatory reviews, recovery plans, and high-level communication.

Basic Hiring Criteria :

Desired Qualifications :