About this opportunity
Astronics lists this Aftermarket Services Program Manager opportunity in waukegan, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Aftermarket Services Program ManagerThe Aftermarket Services Program Manager acts as the primary point of contact between the customer and the company for all aftermarket activity, including repairs (RMA and BRMA) and spares support, across the product's in-service life. This role is responsible for working with the Sr. Director of Operations to manage and report to various levels of the organization the revenue and margins associated with assigned customer(s) aftermarket products and services. The role involves coordinating activities across Operations — including the repair station, supply chain, and quality control, and Engineering — to ensure repair turnaround times (TAT), spares availability, and customer satisfaction targets are met.The Aftermarket Services Program Manager will be the subject matter expert on commercial agreements governing repairs and spares for assigned customer(s) and will be responsible for assuring commercial compliance to those agreements for both the customer(s) and the Operations organization. This role allows the Operations Program Manager to remain focused on new production programs. Additional customer facing duties may be assigned.The essential duties and responsibilities include the following. Other duties may be assigned.Customer Engagement: Serve as the primary point of contact with the customer for all repair (RMA/BRMA) and spares activity throughout the product's in-service and end-of-life (EOL) phases.Financial Management: Manage revenue and, with the assistance of the Operations team, manage profit margins associated with repair and spares programs for assigned customer(s).RMA and BRMA Management Own the end-to-end RMA and BRMA process for assigned customer(s), including working with the Repair Station Customer Service representatives during intake, evaluation, quoting, disposition, and closure.Work with the Repair Station Customer Service representatives to ensure accuracy (e.g., pricing, hardware part number and revision) of open RMA's and BRMA's.Facilitate necessary cross-functional support (Repair Station, Quality, Engineering, Supply Chain) to meet internal and contractual turnaround time (TAT) goals.Monitor and manage repair backlog, aging units, and escalations; drive root-cause analysis and corrective action on repeat or high-volume returns.Track and report RMA/BRMA metrics (volume, TAT, cost, first-pass yield) to internal and customer stakeholders.Spares Management Own the spares forecasting, planning, and order management process for assigned customer(s).Monitor and manage spares inventory levels, open orders, and shipped reports against forecast to ensure on-time delivery and minimize inventory exposure.Coordinate with Supply Chain and Production to prioritize spares builds against production and repair demand.Proactively identify and communicate spares shortages, lead time risks, and obsolescence issues to customers and internal stakeholders.Supply Chain Collaboration: Work closely with the Supply Chain team to proactively review material shortages affecting repairs and spares; work with Engineering to identify and qualify alternate components.With the assistance of the Supply Chain team, manage repair and spares inventory levels to meet delivery requirements while minimizing inventory exposure.Compliance and Quality Management: In partnership with the Quality and Compliance team, ensure repaired products and spares adhere to customer quality and compliance requirements, and manage and maintain these standards, including warranty and repeat-defect trending.Risk Management: Proactively manage and mitigate risks specific to repairs and spares. Proactively and regularly identify potential risks, including repair capacity constraints, TAT slippage, spares stockouts, component obsolescence, and quality escapes.Conduct thorough risk assessments to understand the scope and potential impact of identified risks.Develop and implement risk mitigation strategies and contingency plans to address identified risks.Commercial Agreements: Manage aftermarket-related commercial agreements such as Repair or Depot Agreements, Product Support Agreements (PSA), Statements of Work (SoW), Warranty terms, and Aftermarket Services Agreements.Work with customer(s) to define scope of work for repairs and spares, generate requests for quotes, communicate commercial proposals, and secure purchase orders.Interdepartmental Coordination: Coordinate activities related to the Repair Station, Quality, and Production as needed to support aftermarket demand.Track and communicate ad-hoc customer requests, deliverables, deadlines, data requests, and program updates in a timely and effective manner, and ensure Operations assistance in gathering this information.Coordinate handoff and alignment with the Operations Program Manager on units transitioning between new production and aftermarket support.Customer Reviews: Lead and drive aftermarket-focused customer reviews such as Repair/Spares Performance Reviews and Quarterly Business Reviews (QBR).Internal Reviews: Lead and drive internal Repair Station Readiness and Aftermarket Program Management Reviews as needed.Business Development Coordination: Coordinate any new aftermarket service opportunities (e.g., expanded repair scope, new spares agreements) with the Business Development team.Process Improvement: Support continuous process improvement to enhance efficiency, quality, and productivity in repair and spares operations, including reducing TAT and improving forecast accuracy.This position interacts and interfaces with the following roles and positions:Director of Program ManagementBusiness DevelopmentPurchasingEngineeringDirector of QualityDirector of OperationsProduct Development Program ManagersRepair Station Customer Service RepresentativesQualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Education and/or ExperienceRequired:Bachelor's degree in Business Administration, Operations Management, Engineering, or a related fieldMinimum 5 years of experience in aftermarket services, repair operations, or a related fieldPreferred:Two-plus years of experience in the aviation/aerospace industryExperience with MRO, repair station operations, or spares/inventory managementPMP, Six Sigma Black Belt, or other relevant professional certifications preferredCompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:Analytical - Synthesizes complex or diverse information; Able to parse large amounts of data and distinguish the pieces with a large impact; Uses intuition and experience to complement data; Designs workflows and procedures; Employs logic when solving problems.Design - Generates creative solutions; Uses feedback to modify designs; Finds optimal solutions to complicated problems.Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Consistently and continuously identifies ways to validate answers; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others; Builds knowledge base from research and experience.Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others' ideas and tries new things; Takes responsibility and ownership for mistakes.Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.Written Communication - Writes clearly, concisely and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Worksite address
waukegan, IL, 60085, US
Who can apply
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