Aftermarket Services Program Manager

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.

1. 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.

1. 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).

1. RMA and BRMA Management
   1. 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.
   2. 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.
   3. Facilitate necessary cross-functional support (Repair Station, Quality, Engineering, Supply Chain) to meet internal and contractual turnaround time (TAT) goals.
   4. Monitor and manage repair backlog, aging units, and escalations; drive root-cause analysis and corrective action on repeat or high-volume returns.
   5. Track and report RMA/BRMA metrics (volume, TAT, cost, first-pass yield) to internal and customer stakeholders.

1. Spares Management
   1. Own the spares forecasting, planning, and order management process for assigned customer(s).
   2. Monitor and manage spares inventory levels, open orders, and shipped reports against forecast to ensure on-time delivery and minimize inventory exposure.
   3. Coordinate with Supply Chain and Production to prioritize spares builds against production and repair demand.
   4. Proactively identify and communicate spares shortages, lead time risks, and obsolescence issues to customers and internal stakeholders.

1. Supply Chain Collaboration:
   1. 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.
   2. With the assistance of the Supply Chain team, manage repair and spares inventory levels to meet delivery requirements while minimizing inventory exposure.

1. 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.

1. Risk Management: Proactively manage and mitigate risks specific to repairs and spares.
   1. Proactively and regularly identify potential risks, including repair capacity constraints, TAT slippage, spares stockouts, component obsolescence, and quality escapes.
   2. Conduct thorough risk assessments to understand the scope and potential impact of identified risks.
   3. Develop and implement risk mitigation strategies and contingency plans to address identified risks.

1. Commercial Agreements:
   1. 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.
   2. Work with customer(s) to define scope of work for repairs and spares, generate requests for quotes, communicate commercial proposals, and secure purchase orders.

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

1. Interdepartmental Coordination:
   1. Coordinate activities related to the Repair Station, Quality, and Production as needed to support aftermarket demand.
   2. 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.
   3. Coordinate handoff and alignment with the Operations Program Manager on units transitioning between new production and aftermarket support.

1. Customer Reviews: Lead and drive aftermarket-focused customer reviews such as Repair/Spares Performance Reviews and Quarterly Business Reviews (QBR).
2. Internal Reviews: Lead and drive internal Repair Station Readiness and Aftermarket Program Management Reviews as needed.

1. Business Development Coordination: Coordinate any new aftermarket service opportunities (e.g., expanded repair scope, new spares agreements) with the Business Development team.

1. 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

Compensation & Benefits:

• Base salary: $95,000 - $125,000, influenced by several factors including experience, skill set, education, certifications, market conditions, and business needs. . In addition, you will be eligible for our Quarterly Incentive compensation bonus.
• 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.

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