Babcock & Wilcox

Replacement Parts Manager

Lancaster, OH

About This Job

The Manager of Customer Relations is responsible for the Diamond Power (DP) and Allen-Sherman-Hoff (ASH) Replacement Parts (RP) business. This includes P&L responsibility for the entire DP Americas aftermarket parts business including directing the staff of respective Customer Relationship Managers (CRMs) in the group. Responsibilities include daily oversight of the RP business including pricing oversight, fast & efficient quotation and order fulfillment processes, customer programs management, closely working with direct sales, sales representatives, and Field Service personnel to achieve excellent customer service while meeting financial targets and overall business goals & objectives.

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Supervises personnel (CRMs) responsible for processing inquiries involving price & availability of DP & ASH replacement parts, conducting research to identify part numbers, preparing and issuing quotes that include price, lead time, and terms, and following up with customers from quote to order, expediting emergency orders, and resolving order issues that arise

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Continuously monitor bookings, revenue, gross margin, and cost centers of the DP & ASH RP business

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Forecasts bookings, revenue, gross margin, and cost center budgets

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Analyze and set parts pricing to maximize profit while maintaining volume and customer base

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Manages customer programs, review pricing annually and adjust as needed based on buying practice, volume, and overall customer commitment

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Travel to customer sites and events as needed for customer meetings, business development, and relationship-building

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Ensure proper response to and resolution of customer issues which arise in course of normal business

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Maintain focus on continuous improvement across RP business, including response time, quotation turn-around, customer communication and follow-up to achieve excellent customer service

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Evaluates warranty claims and authorized disposition for the RP business

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Monitors, recommends and supports implementation of process changes to optimize company performance

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Recommends inventory adjustments to reflect customer’s needs or market changes

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Helps to identify opportunities that result in competitive advantage for products & services

Conducts performance appraisals of direct reports and provides input to senior management on salary adjustments, performance-based bonuses, job assignment, and promotions

Qualifications

1. Bachelor’s Degree in Business or Engineering, or other related field

2. Management experience

3. Excellent oral & written communication skills

4. ERP experience, Oracle preferred

5. Decisive decision-making skills

6. Business and financial acumen

7. Technical troubleshooting skills

8. Ability and desire to travel

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