Director of Customer Service (Aerospace & Defense Products)

Your Job

As the Director of Customer Service, you will build and lead a highperforming, customerfacing organization supporting aerospace and defense customers with rugged connectors, cable assemblies, and interconnect solutions. You will be accountable for order management, technical customer support, and aftermarket and repair services while strengthening longterm customer relationships. This role requires a deep understanding of aerospace and defense supply chains, regulatory requirements (ITAR/EAR, DFARS), and ruggedized interconnect products. You will partner closely with Sales, Engineering, Operations, Quality, and Supply Chain to improve ontime delivery, reduce cycle times, and deliver an exceptional customer experience.

Our Team

You will lead a customer service organization of approximately 8-20 direct and indirect reports across customer service, order management, technical support, and aftermarket/repair functions. The team works crossfunctionally with commercial, engineering, operations, and supply chain partners to support missioncritical aerospace and defense programs.

What You Will Do

• 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 onsite and remote team members.
• Own customerfacing performance metrics including OnTime 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 leadtime 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, servicelevel 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 8 years of progressive experience in customer service or order management within aerospace, defense, or ruggedized electronics, including 3 years in a leadership role.
• Experience supporting connectors, cable assemblies, or electromechanical components.
• Working knowledge of aerospace and defense standards and regulatory requirements, including AS9100 and ITAR/EAR.
• Demonstrated success managing customer service KPIs such as OTD, CSAT/NPS, average handling time, and case resolution metrics.
• Experience using CRM and ERP systems such as Salesforce, Oracle NetSuite, SAP, Microsoft Dynamics, or similar platforms.
• Strong crossfunctional collaboration skills and ability to influence across commercial and operational teams.
• Datadriven mindset with strong analytical and problemsolving skills.

What Will Put You Ahead

• Experience with MILDTL connector families such as MILDTL38999 or MILDTL26482.
• Exposure to repair depot operations or aftermarket services in aerospace or defense environments.
• Lean Six Sigma certification or demonstrated continuous improvement leadership.
• MBA or advanced degree.
• Active security clearance or experience supporting classified or federal programs.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

In order to comply with U.S. export control laws and regulations, this position requires applicants to either provide proof of U.S. citizenship or lawful permanent resident status or be eligible to receive an export authorization (a license) under the International Traffic in Arms Regulations and/or the Export Administration Regulation

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

Aerospace & Defense Solutions Division

With a legacy of over six decades (formerly AirBorn), Molex's Aerospace & Defense Solutions Division is committed to engineering and manufacturing excellence. Our mission-critical products operate in the most demanding environments-from fighter jets and submarines to Mars and beyond. We take pride in our passionate team and cutting-edge technologies that ensure reliability where it matters most. Join us and help shape the future of aerospace and defense innovation.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).