Set and execute the customer service strategy across order management, technical support, aftermarket programs, and returns and repairs.
Lead, develop, and scale a customer service organization, including recruiting, training, and career development for both on-site and remote team members.
Own customer-facing performance metrics including On-Time Delivery (OTD), order cycle time, first response time, case resolution time, customer satisfaction (CSAT/NPS), and warranty and return rates.
Manage customer escalations involving complex technical issues, scheduling constraints, and contractual requirements with OEMs, prime contractors, defense customers, and distributors.
Partner with Sales and Applications Engineering to ensure smooth transitions from quote to delivery and timely resolution of technical questions related to drawings, part numbers, and specifications.
Oversee repair depot and RMA operations, including repair turnaround time, spares management, and lifecycle or obsolescence support.
Ensure compliance with aerospace and defense standards and regulations, including ITAR/EAR, AS9100, NADCAP, and DFARS requirements.
Collaborate with Supply Chain and Operations to reduce lead-time variability, manage demand surges, and mitigate material shortages.
Drive continuous improvement initiatives using Lean, Six Sigma, and process automation to streamline workflows and reduce manual effort.
Lead customer performance reviews, service-level agreements, and customer scorecards.
Partner with Legal, Pricing, and Sales to manage customer contract terms related to service, warranty, pricing, lead times, and repair obligations. Who You Are (Basic Qualifications)
Bachelor's degree in Engineering, Business, Supply Chain, or a related field.
At least 5 years of .

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