Customer Repairs Manager

As a Customer Returns Manager at Microwave Products Group - Pole/Zero Corporation in West Chester, OH, you will be responsible for managing the customer repairs team.

Essential Duties & Responsibilities:

• Manages the repair, upgrade, and retrofit of both warranty and non-warranty returned equipment.
• Applies lean principles, establishes operational standards for cost control, waste reduction, quality, and safety within the repairs department.
• Responsible for the timely completion and delivery of customer returns to meet contractual commitments. Prioritizes workflow priorities based on requirements and resources. Creates, monitors, and manages productivity and delivery metrics.
• Responsible for the development and measurement of efficiency gains based on product throughput.
• Works closely with the materials planning group to recognize and ensure appropriate material demand is placed for current and future requirements.
• Coordinates the allocation of material, labor and equipment resources based on delivery and financial requirements.
• Supports compliance to all AS9100 and ISO requirements.
• Manages and assists with the planning and implementation of continuous improvement processes, including but not limited to 5S and Kaizen.

• Directly interfaces with the customer establishing schedule and delivery requirements ensuring customer satisfaction. Communicates with customers to define and evaluate contractual and purchase order requirements determining appropriate work scope, including some negotiation. Evaluates terms and conditions and clauses on new customer orders.
• Works closely with program management and quality assurance to ensure customer expectations and requirements are met.
• Manages value stream process, working directly with quality personnel ensuring proper workflow procedures are followed.
• Manages design changes, enhancements, and producibility concepts with engineering, as it pertains to repairs, retrofits, and upgrades.
• Ensures process and document management follows government contract requirements.

• In conjunction with finance and business development, determines and manages the pricing structure for the repairs group, including repairs and future upgrade proposals. Resolves cost variations.
• Responsible for the preparation and administration of the departmental budget.
• Analyzes departmental budget requests to identify areas in which reductions can be made, cost savings can be realized, and ensures the efficiency of expenses incurred, compliant with company budgetary procedures.
• Works with the Contracts Manager to assess and interpret the requirements within government contracts and the flow down of the requirements.
• Responsible for the management and development of the repairs group personnel.
• Promotes and maintains positive employee relations.

Essential Duties & Responsibilities:

• Must have strong attention to detail.
• Must have excellent communication skills (oral and written) with the ability to communicate within all levels of the organization and with external based customers.
• Must be able to read and interpret complex government contracts.
• Must be well organized with the ability to effectively handle multiple priorities and plan and manage multiple projects.
• Must have technical knowledge in lean manufacturing techniques, Kaizen, process improvement, materials management and production scheduling.
• Experienced user of ERP systems (IFS, Peoplesoft, Macola, SAP, etc.).
• Must be able to analyze and solve complex problems.
• Must have excellent interpersonal skills and the ability to develop and mentor employees.
• Must have a proficiency in the use of Microsoft Office Suite products.

Qualifications Include:

• Must be a US person (US Citizen or Permanent Resident - Green Card Holder)
• Bachelor's degree in business management related field with five (5) years of departmental management experience is required.
• Experience in the defense electronics industry is required.
• Must have a minimum of 5 years of supervisory experience.
• Experience in planning, directing, negotiating, coordinating product rework and return processes is highly preferred.

Benefits of joining our team!

• Annual incentive plan (bonus)
• Paid vacation and sick time
• Up to 10 paid holidays/year
• 4 hours voluntary time off to volunteer for your favorite charity
• Health, dental, and vision insurance, subject to applicable premium deductions
• Short-term and long-term disability insurance - 100% company paid
• Other ancillary insurance options available
• 401(k) retirement account with matching MPG contributions & profit sharing (if applicable)
• Profit Sharing Plan - potential up to 3% of base salary
• Educational Reimbursement up to $5,250 per year
• Gym membership reimbursement up to $120 per year

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