Customer Repairs Manager

Dover Corporation • West Chester, OH

2d • Onsite

About The Position

The Customer Repairs Manager at Microwave Products Group – Pole/Zero Corporation in West Chester, Ohio, manages the customer repairs team and the repair, upgrade, and retrofit of warranty and non-warranty returned equipment. The manager oversees workflow, productivity, delivery, quality, safety, cost control, material and labor allocation, and compliance with AS9100, ISO, and government contract requirements.

The position works directly with customers to establish schedules and delivery requirements, clarify contractual and purchase-order scope, evaluate terms and conditions, and negotiate as needed. It coordinates with materials planning, program management, quality assurance, engineering, contracts, finance, and business development. Responsibilities also include managing continuous improvement, pricing, departmental budgets, and the development of repairs personnel.

Requirements

• Must be a US person (US citizen or permanent resident/Green Card holder).
• Bachelor’s degree in a business management-related field.
• Five years of departmental management experience.
• At least five years of supervisory experience.
• Experience in the defense electronics industry.
• Strong attention to detail.
• Excellent oral and written communication skills, including the ability to communicate across organizational levels and with external customers.
• Ability to read and interpret complex government contracts.
• Strong organization and ability to handle multiple priorities and manage multiple projects.
• Technical knowledge of lean manufacturing techniques, Kaizen, process improvement, materials management, and production scheduling.
• Experience using ERP systems such as IFS, PeopleSoft, Macola, or SAP.
• Ability to analyze and solve complex problems.
• Excellent interpersonal skills and ability to develop and mentor employees.
• Proficiency with Microsoft Office Suite products.

Nice To Haves

• Experience planning, directing, negotiating, and coordinating product rework and return processes is highly preferred.

Responsibilities

• Manage repair, upgrade, and retrofit work for warranty and non-warranty returned equipment.
• Apply lean principles and establish operational standards for cost control, waste reduction, quality, and safety in the repairs department.
• Ensure customer returns are completed and delivered on time to meet contractual commitments; prioritize workflow and manage productivity and delivery metrics.
• Develop and measure efficiency gains based on product throughput.
• Coordinate with materials planning to identify and ensure appropriate material demand for current and future requirements.
• Allocate material, labor, and equipment resources according to delivery and financial requirements.
• Support compliance with AS9100 and ISO requirements.
• Plan and implement continuous improvement processes, including 5S and Kaizen.
• Interface with customers to establish schedules and delivery requirements and support customer satisfaction; clarify contractual and purchase-order requirements, determine work scope, negotiate as appropriate, and evaluate terms, conditions, and clauses on new orders.
• Coordinate with program management and quality assurance to meet customer expectations and requirements.
• Manage value stream processes and work with quality personnel to ensure proper workflow procedures are followed.
• Manage repair-related design changes, enhancements, and producibility concepts with engineering.
• Ensure processes and document management comply with government contract requirements.
• Determine and manage repairs-group pricing, including repairs and future upgrade proposals, with finance and business development; resolve cost variations.
• Prepare and administer the departmental budget; analyze budget requests for potential reductions, cost savings, and efficient expenses in accordance with company procedures.
• Work with the Contracts Manager to assess and interpret government contract requirements and their flow-down.
• Manage and develop repairs-group personnel and promote positive employee relations.

Benefits

• Annual incentive plan (bonus) and discretionary performance-based bonus eligibility.
• Paid vacation and sick time, including 40 paid sick leave hours annually or as provided by applicable state and local laws.
• Up to 10 paid holidays per calendar year, based on schedule.
• Four hours of voluntary time off to volunteer.
• Health, medical, dental, and vision insurance.
• Company-paid short-term and long-term disability insurance.
• 401(k) savings plan with employer contributions and matching MPG contributions; profit sharing may apply, with potential up to 3% of base salary.
• Educational reimbursement up to $5,250 per year and tuition assistance.
• Gym membership reimbursement up to $120 per year.
• Wellness programs.
• Health savings account and health care and dependent care flexible spending accounts.
• Company-paid basic employee life and AD&D insurance; supplemental employee and dependent life insurance.
• Optional accident, hospital indemnity, and critical illness insurance.
• Adoption, surrogacy, and fertility benefits and assistance.
• Commuter benefits.
• Parental, military, jury duty, and bereavement leaves of absence.
• Business travel services.
• Employee discounts.
• Employee assistance program with company-paid counseling sessions and legal services.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager