Service Operations Team Lead (onsite)

Orbit Communications Systems, Inc., a Kratos' company, is seeking an experienced Service Operations Team Lead, for their Deerfield Beach, Florida location. This position is on-site.

Kratos Defense & Security Solutions, Inc. (NASDAQ:KTOS) develops and fields transformative, affordable technology, platforms, and systems for United States National Security related customers, allies, and commercial enterprises.

At Kratos, we encourage an entrepreneurial spirit balanced with discipline. We work hard, and take care of our customers, employees and families. Recognized as thought leaders in our industry, we are motivated by creating and delivering innovative solutions to our nation and global customers. We proactively build trusted relationships with our peers, partners and customers, and take ownership for our actions always striving to do the right thing.

Kratos offers medical, dental, vision, life, short and long term disability insurance, 401(k) savings plan, Employee Stock Purchase Plan (ESPP), paid time off, paid holidays, tuition reimbursement, and more.

GENERAL JOB SUMMARY:
The Service Operations Team Lead oversees the full RMA process, coordinating repairs, returns, and replacements with internal teams and external partners. This role leads a high-performing service team, drives service strategy, and ensures compliance with quality and regulatory standards. Key responsibilities include managing service inventory, forecasting parts needs, overseeing quotations and invoicing, and monitoring KPIs to improve customer satisfaction and operational efficiency. This position requires the ability to obtain security clearance, if needed.

ESSENTIAL JOB FUNCTIONS:
Manage end-to-end RMA life cycle - Receiving, Planning, Shipping, ETC.
Coordinate and Collaborate returns, replacements, and repairs with internal departments (QA, production, Laboratories, purchase) vendors and manufacturers. Maintain accurate records of RMA transactions and address customer inquiries regarding RMAs.
Oversee the development, implementation and evaluation of service delivery strategies to ensure alignment with the organization's goals and objectives.
Lead, mentor, and develop a high-performing service team fostering a culture of excellence, accountability, and continuous improvement.
Design and implement policies and procedures that ensure compliance and efficiency with regulatory requirements and industry standards, safeguarding the organization's reputation.
Analyze customer feedback and service performance data to identify trends, anticipate needs, and develop strategies for enhancing customer satisfaction and loyalty.
Monitor and analyze service metrics and KPIs to assess team and individual performance.
Manage and responsibility for the service warehouse inventory, forecasting parts needs based on historical data and upcoming repair jobs. Placing orders to maintain optimal inventory levels, monitoring regularly assessing of current parts inventory.
Manage and responsibility for the order intake and revenue of the service department. Building a service price list, sending quotations and invoices, sharing price offers for repairs, spare parts, service contracts and service activities.
Other duties may be assigned

SUPERVISORY RESPONSIBILITY:
This position has supervisory responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Ability to read, write, and speak English proficiently.
Possess the knowledge, skills, and abilities to perform the assigned duties, including computer skills.
Maintain sensitive and confidential information as required by company and government requirements.
Communicate and interact effectively with peers, supervisors, and public, including maintaining respect for others, and following company policies.
Have a willingness and ability to learn and utilize company technology for company required purposes, including, for example training, reviewing, and signing policies and procedures, benefits enrollment, and changes, and more.
Ability to read, understand, and follow instructions.
Ability to work in a fast paced environment.
Ability to maintain knowledge, skills, and abilities as it pertains to your job.

EDUCATION AND EXPERIENCE:
High School diploma or equivalent required.
Bachelor's Degree in Industrial Engineering or related field preferred.
Minimum 4 years' experience working in customer service management/customer success management required.
Experience with ERP information systems required.
Experience working in a technology global company required.
Experience leading a team required.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:
Office environment
Ability to stand and sit for long periods of time
Ability to perform repetitive motion (keyboarding, 10-key, phones)
Ability to lift up to 10 pounds

TRAVEL REQUIREMENTS: None

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Salary Range: $70K-$80K