Aftermarket Services Program Manager (IL, Waukegan)

Astronics Connectivity Systems and Certification (formerly Telefonix PDT and Astronics Armstrong Aerospace) serves as the experienced, global market leader for in-flight entertainment and connectivity (IFEC) solutions for aircraft. As a systems certification provider, Astronics CSC has worked on over 100 projects for industry partners to upgrade commercial and business aircraft with new passenger power systems, IFEC navigation, communication and flight safety systems. Additionally, Astronics CSC offers proven IFEC hardware systems, flexible design platforms, high customer satisfaction, and long-term relationships with industry leaders to help make the connected aircraft a reality. The company now employs over 300 employees and is a six-time recipient of Chicago's Best and Brightest Employers to Work For award.

Summary

The 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.

Essential Duties and Responsibilities

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.

• Work with the Operations team throughout commercial agreement phases to ensure "buy in" to the agreement.

• 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 Management
• Business Development
• Purchasing
• Engineering
• Director of Quality
• Director of Operations
• Product Development Program Managers
• Repair Station Customer Service Representatives

Qualifications

To 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 Experience

Required:

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field
• Minimum 5 years of experience in aftermarket services, repair operations, or a related field

Preferred:

• Two-plus years of experience in the aviation/aerospace industry
• Experience with MRO, repair station operations, or spares/inventory management
• PMP, Six Sigma Black Belt, or other relevant professional certifications preferred

Competencies

To 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.
• Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Gains buy-in from others.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; mobilizes others to get buy-in and fulfill the vision; Provides clear, consistent vision and inspiration to peers and subordinates; Effectively communicates goals, sets expectations, and defines success; Recognizes success and addresses shortcomings.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Cost Consciousness - Develops and implements cost saving measures; Conserves organizational and material resources.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works in an ethical manner and with integrity; Upholds organizational values.
• Organizational Support - Disciplined in thought and action; Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Judgment - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans. Strives to increase productivity.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own and others work to ensure quality.
• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions.
• Adaptability - Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Communicates conflicting work/personal needs in a timely manner.
• Dependability - Follows instructions, responds to management direction; Follows up on assigned tasks; Commits to long hours of work when necessary to reach goals.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Participates and facilitates brainstorming activities; Presents ideas and information in a manner that gets others' attention.

An offer of employment is contingent on successfully passing a drug test and background check, and applicants who do not successfully pass both the drug test and background check will not be considered for employment.

The salary range specified is applicable to positions within the State of Illinois and reflects various factors considered in compensation decisions. These factors include, but are not limited to, individual skill sets, experience, training, licensure, certifications, and the specific needs of our business and organization. At Astronics CSC, it is uncommon for new hires to receive an offer at or near the top end of the range for their role. Compensation decisions are made based on the unique facts and circumstances of each candidate. The current estimated yearly salary range for this position is $95,000 to $125,000 per year. In addition, you will be eligible for our Quarterly Incentive compensation bonus. Astronics offers a competitive salary, along with opportunities for career growth.

Astronics CSC provides a comprehensive benefits package available to full-time employees, with part-time employees potentially eligible for these benefits on a pro-rated basis.

• Stay Healthy - Health, dental, vision, disability, life insurance, FSA, HSA, as well as voluntary life/AD&D, voluntary critical illness, accident prevention and hospital indemnity.
• Save for the Future - 401K, Profit Sharing & Employee Stock Purchase Plan
• The Astronics Corporation Profit Sharing/ 401(k) Plan is a "safe harbor" plan. Under the plan, Astronics has committed to contribute 3% of your eligible wages, with the ability to do an annual discretionary adder on top.
• Find Balance - Employee Assistance Program & Wellness Program
• Time for You - Generous Paid Time Off (PTOS), Volunteer Time Off Program (VTO), Paid Holidays and Paid Parental Leave.
• Professional Growth - Tuition Reimbursement Program

Additional Information:

This position may involve access to items subject to U.S. export-control laws. Employment is contingent upon the employee's authorization to access such items under applicable law. The company does not guarantee and is under no obligation to seek such authorization if it would be necessary.