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

• 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