Manager, Customer Service - AirBorn Connectors Business Unit

Manager, Customer Service - AirBorn Connectors Business Unit

As the Manager of Customer Service, you will build and lead a high-performing, customer-facing 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 long-term 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 on-time delivery, reduce cycle times, and deliver an exceptional customer experience. 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 cross-functionally with commercial, engineering, operations, and supply chain partners to support mission-critical aerospace and defense programs.

Responsibilities include:

• 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.

Qualifications include:

• Bachelor's degree in Engineering, Business, Supply Chain, or a related field.
• At least 5 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 cross-functional collaboration skills and ability to influence across commercial and operational teams.
• Data-driven mindset with strong analytical and problem-solving skills.

Preferred qualifications include:

• Experience with MIL-DTL connector families such as MIL-DTL-38999 or MIL-DTL-26482.
• 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.

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