Parker Hannifin
Customer Experience Manager - Aerospace
Parker Hannifin, Fort Worth, Texas, United States, 76102
Overview
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Customer Experience Manager - Aerospace
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Parker Hannifin . Org Marketing Statement: 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 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. Position Summary The Customer Experience & Service Leader will drive the development and execution of a comprehensive customer experience (CX) strategy aligned with the Corporate WIN Strategy. This role focuses on improving the quality, cost, delivery, morale, and safety of production and service areas by leading customer experience initiatives and managing post-order and technical customer service issues. The ideal candidate will collaborate across multiple business units to enhance customer satisfaction, build loyalty, and ensure seamless service delivery through effective leadership and continuous improvement. Travel may be required to customer sites and other company locations as needed. Commitment to safety, quality, and employee engagement is essential. Scope/Supervision and Interaction Does not have direct reports Essential Functions Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met. Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues. Advocate and support the Corporate WIN Strategy by managing and improving the end-to-end customer experience to build customer loyalty. Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams. Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution. Lead initiatives that promote a positive customer experience culture across the organization. Support journey mapping efforts to identify critical touchpoints and drive continuous improvement. Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback. Ensure customer concerns are addressed promptly and effectively to exceed expectations. Promote best practices and share success stories across teams to foster a customer-centric mindset. Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery. Coordinate with manufacturing, supply chain, and other departments to ensure smooth product flow and customer satisfaction. Manage customer service metrics and reporting to monitor performance and identify areas for improvement. Respond to special financial requests and conduct reviews related to customer service operations. Serve as a primary point of contact for escalated customer issues and lead resolution efforts. Qualifications Bachelor degree (required) in Business, Marketing, or a related field; Master degree preferred. 7-10 years of experience in customer experience, customer service management, or related leadership roles. 7-10 years of supervisory or managerial experience in a manufacturing or customer service environment. Strong interpersonal and communication skills with the ability to engage effectively with customers and internal stakeholders. Proven ability to lead teams, drive initiatives, and foster a culture of continuous improvement. Experience managing post-order and technical customer service functions preferred. Knowledge of manufacturing operations and supply chain coordination is a plus. Demonstrated success in building customer loyalty and enhancing service quality. Excellent organizational and problem-solving skills. Benefits Competitive compensation and benefits package, including participation in Annual Incentive Program. Comprehensive medical, dental, vision, and life insurance options with competitive premium costs. 401(k) plan with company matching contributions and a defined-contribution retirement plan. Career development and tuition reimbursement, paid parental leave, disability programs, adoption assistance, and senior care benefits. Additional voluntary benefits and paid time off, including 13 company-paid holidays. Drug-free workplace; compliance with export/citizenship requirements where applicable. Equal Employment Opportunity Parker is an Equal Opportunity and Affirmative Action Employer. Employment decisions are based on 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, permanent residency, or other approved status may be required for certain positions in accordance with U.S. import & export regulations. Location and title notes Fort Worth, TX site referenced in job posting. Seniority level: Not Applicable. Employment type: Full-time. Job function: Other. Industries include Aviation and Aerospace Component Manufacturing, Appliances, Electrical and Electronics Manufacturing, and Automation Machinery Manufacturing. Referrals increase your chances of interviewing at Parker Hannifin. Get notified about new Customer Experience Manager jobs in Fort Worth, TX. "This description reflects the current job posting and may be updated without notice."
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Join to apply for the
Customer Experience Manager - Aerospace
role at
Parker Hannifin . Org Marketing Statement: 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 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. Position Summary The Customer Experience & Service Leader will drive the development and execution of a comprehensive customer experience (CX) strategy aligned with the Corporate WIN Strategy. This role focuses on improving the quality, cost, delivery, morale, and safety of production and service areas by leading customer experience initiatives and managing post-order and technical customer service issues. The ideal candidate will collaborate across multiple business units to enhance customer satisfaction, build loyalty, and ensure seamless service delivery through effective leadership and continuous improvement. Travel may be required to customer sites and other company locations as needed. Commitment to safety, quality, and employee engagement is essential. Scope/Supervision and Interaction Does not have direct reports Essential Functions Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met. Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues. Advocate and support the Corporate WIN Strategy by managing and improving the end-to-end customer experience to build customer loyalty. Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams. Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution. Lead initiatives that promote a positive customer experience culture across the organization. Support journey mapping efforts to identify critical touchpoints and drive continuous improvement. Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback. Ensure customer concerns are addressed promptly and effectively to exceed expectations. Promote best practices and share success stories across teams to foster a customer-centric mindset. Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery. Coordinate with manufacturing, supply chain, and other departments to ensure smooth product flow and customer satisfaction. Manage customer service metrics and reporting to monitor performance and identify areas for improvement. Respond to special financial requests and conduct reviews related to customer service operations. Serve as a primary point of contact for escalated customer issues and lead resolution efforts. Qualifications Bachelor degree (required) in Business, Marketing, or a related field; Master degree preferred. 7-10 years of experience in customer experience, customer service management, or related leadership roles. 7-10 years of supervisory or managerial experience in a manufacturing or customer service environment. Strong interpersonal and communication skills with the ability to engage effectively with customers and internal stakeholders. Proven ability to lead teams, drive initiatives, and foster a culture of continuous improvement. Experience managing post-order and technical customer service functions preferred. Knowledge of manufacturing operations and supply chain coordination is a plus. Demonstrated success in building customer loyalty and enhancing service quality. Excellent organizational and problem-solving skills. Benefits Competitive compensation and benefits package, including participation in Annual Incentive Program. Comprehensive medical, dental, vision, and life insurance options with competitive premium costs. 401(k) plan with company matching contributions and a defined-contribution retirement plan. Career development and tuition reimbursement, paid parental leave, disability programs, adoption assistance, and senior care benefits. Additional voluntary benefits and paid time off, including 13 company-paid holidays. Drug-free workplace; compliance with export/citizenship requirements where applicable. Equal Employment Opportunity Parker is an Equal Opportunity and Affirmative Action Employer. Employment decisions are based on 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, permanent residency, or other approved status may be required for certain positions in accordance with U.S. import & export regulations. Location and title notes Fort Worth, TX site referenced in job posting. Seniority level: Not Applicable. Employment type: Full-time. Job function: Other. Industries include Aviation and Aerospace Component Manufacturing, Appliances, Electrical and Electronics Manufacturing, and Automation Machinery Manufacturing. Referrals increase your chances of interviewing at Parker Hannifin. Get notified about new Customer Experience Manager jobs in Fort Worth, TX. "This description reflects the current job posting and may be updated without notice."
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