Customer Repairs Manager

Dover Corporation; West Chester Township (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Bonus potential

Job summary

Microwave Products Group – Pole/Zero Corporation in West Chester, OH is seeking a Customer Returns Manager to lead the repairs team and ensure timely, compliant handling of customer returns.

You will drive lean improvements, coordinate resources, and interface with customers to define requirements while maintaining strong cost controls and quality standards. A US person with relevant leadership experience is preferred.

Qualifications

• Must have strong attention to detail.
• Excellent oral and written communication within all levels of the organization and with external customers.
• Must be able to read and interpret complex government contracts.
• Must be well organized with ability to handle multiple priorities and projects.
• Technical knowledge in lean manufacturing, 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.
• Strong interpersonal skills and ability to mentor employees.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Manage the repair, upgrade, and retrofit of returned equipment (warranty and non-warranty).
• Apply lean principles; set standards for cost control, waste reduction, quality, and safety in the repairs area.
• Ensure timely completion and delivery of customer returns per contracts.
• Prioritize workflows based on requirements and resources.
• Create and monitor productivity and delivery metrics; drive efficiency gains.
• Coordinate material, labor, and equipment resources to meet delivery and financial needs.
• Ensure compliance with AS9100 and ISO requirements.
• Lead continuous improvement via 5S, Kaizen; collaborate with quality and engineering.
• Interact with customers to define requirements and negotiate scope.

Skills

Attention to detail

Communication skills

Contract interpretation

Organization

Lean manufacturing

Kaizen

ERP systems

Problem solving

Interpersonal skills

MS Office

Education

Bachelor's degree in business management or related field

Tools

IFS

PeopleSoft

Macola

SAP

Job description

Connecting and Protecting People, Microwave Products Group (MPG) is a leading global provider of mission‑critical engineered electronic components and subsystems comprised of five business units in six manufacturing locations. Our brand names are recognized globally including: BSC Filters, York, UK; Criteria Labs, Austin, TX; Dow-Key Microwave, Ventura, CA; Pole/Zero, West Chester, OH; Espy, Austin, TX; and K&L Microwave, Salisbury, Maryland and Dominican Republic. Our expertise is the design and manufacture of communications‑based specialty products – engineered components and subsystems – for demanding military, space, commercial aerospace/industrial, and telecom infrastructure applications where function and reliability are crucial.

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
• #LI-HT1 #SWE

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. We consider several job‑related, non‑discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits: Benefits For This Position Include

• A 401(K) Savings Plan With Employer Contributions
• Medical, Dental And Vision Insurance
• Wellness Programs
• Health Savings Account, Health Care And Dependent Care Flexible Spending Accounts
• Company Paid Short-Term Disability And Long-Term Disability
• Company Paid Employee Basic 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
• Paid Time Off, Including Up To 10 Paid Holidays Per Calendar Year Based Off Schedule, Paid Vacation Days, 40 Paid Sick Leave Hours Annually Or As Provided Under State And Local Paid Sick Leave Laws, Tuition Assistance
• Business Travel Services
• Employee Discounts
• And An Employee Assistance Program That Includes Company Paid Counseling Sessions And Legal Services

Eligibility For Benefits Is Governed By Applicable Plan Documents And Policies.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact [e-mail] for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.