Customer Parts Demand Manager - North & South America regions

A Snapshot of Your Day

As the Customer Parts Demand Manager for Region North America (RNA) and Region Latin America (RLA), you will play a pivotal role in guiding the regionally aligned team of Customer Parts Support Specialist toward successful parts sales execution and ensuring high levels of customer satisfaction. Reporting directly to the Head of Customer Parts Demand management, you will act as the primary point of contact for Aeroderivative Gas Turbine spare parts sales quotation and execution, working closely with customers, and various regional stakeholders.

Your responsibilities will focus on managing parts sales quote and sales execution delivery within the RNA and RLA regions, ensuring timelines are met, budgets are adhered to, and client expectations are fulfilled. You will also collaborate with local and regional stakeholders to align project outcomes with broader company objectives and contribute to the growth of the AGT business in the RNA and RLA market.

• Act as the senior customer parts demand specialists for RNA and RLA regions and develops the team to drive improvement in customer satisfaction and meet regional sales and delivery targets.
• Manage the Customer Parts Support Specialist (CPSS) team workload, provide and coordinate customer coverage as needed. Manage the CPSS team’s budget including travel and training.
• Develop metrics to track performance and improve customer service.
• Provide support to the team to develop proposals and quotations for contracts such as long-term purchase agreements, calendar year orders, budgeting and forecasting in line with company policy / current and future trends
• Train the CPSS team on processes, track adherence, and drive continuous improvement.
• Understand regional customers’ requirements and be able to guide and train the CPSS team to understand variances in accounts.
• Ensure that the business is executed in accordance with the contract, company policy, UK, USA and International law.
• Provide the key interface between CPSS and the Siemens Energy (SE) regional sales team.
• Lead Improvement Projects across the aftermarket functions to support the wider business plan directives.
• Work to improve communication and processes across multifunctional departments
• Identify opportunities and risks and work to maintain regional and departmental risk register.
• Understand input from the CPSS team to develop overall strategy on regional customer parts requirements to assist in accurate forecast the Business Plan and sales and operations review.
• Accountable for coordinating team response to the Urgent Shut Down process
• Coordinate team with legal, exports and banking departments, to ensure all contracts are delivered within contract scope
• Ensure response to customer Issues in accordance with the company’s process.
• Initiate, review, identify opportunities for improvement, and correct customer material master data in SAP to ensure correct details are maintained.
• Interface/support the warehouse and shipping departments in the distribution of parts, ensuring customer requirements are met and delivery meets expectations.
• To define and ensure compliance to processes that support customers with Quotes for spare parts, order administration and On Time delivery of parts.
• Organize and attend customer provisioning conferences, monitoring future customer parts requirements and ensuring accurate forecasts are provided for the Business Plan and Sales and Operations planning purposes.
• Manage delays in customer response times from enquiry to quotation and maximize overall Quote Response time (QRT) performance.
• Ensure processes, proactive plans and actions are in place to ensure maximum levels of Customer View On-Time Delivery (CV OTD), ensuring customer requirements are met and delivery meets expectations.
• Monitor payment and define recovery plans to ensure minimum levels of outstanding Debt.
• Have a sound understanding of the various international payments’ terms, dealing with Letters of Credit, Liquidated Damages, Performance Bonds.

• Bachelor's degree and 7+ years of experience in customer support or supply chain management
• High level of experience operating…