Service Operations Team Lead (onsite)

Kratos Defense and Security Solutions; Deerfield Beach (FL); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life/Disability Insurance

401(k) with ESPP

Paid Time Off

Paid Holidays

Education Reimbursement

Job summary

Kratos Defense and Security Solutions is seeking an experienced Service Operations Team Lead for our Deerfield Beach, FL site. The role oversees the full RMA process, drives service strategy, and ensures regulatory compliance while leading a high-performing team.

You will manage service inventory, forecast parts, handle quotations and invoicing, and monitor KPIs to boost customer satisfaction and efficiency. On-site work and security clearance readiness are required.

Qualifications

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

Responsibilities

• Oversee end-to-end RMA lifecycle – Receipt, Planning, Shipping, return, and related activities.
• Coordinate returns, replacements, and repairs with internal departments and external partners; maintain records and respond to inquiries.
• Develop, implement, and evaluate service delivery strategies aligned with organizational goals.
• Lead, mentor, and develop a high-performing service team with a culture of excellence and accountability.
• Design and implement policies to ensure regulatory compliance and efficiency.
• Analyze customer feedback and service data to drive improvements in satisfaction and loyalty.
• Monitor service KPIs and drive operational performance improvements.
• Oversee service warehouse inventory and forecast parts needs; manage orders to optimize stock levels.
• Manage service department order intake and revenue; prepare quotations and invoices and support price offers.

Skills

English proficiency

Computer skills

Communication

Learn new technology

Instruction following

Fast-paced environment

Confidential information handling

Education

High School diploma or equivalent

Bachelor's Degree in Industrial Engineering or related field

Tools

ERP systems

Job description

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.

Experience And Skills

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

Salary Range: $70K-$80K

Job Benefits

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Kratos Defense is an Equal Opportunity Aff… EOE, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class. All qualified job seekers are encouraged to apply. Kratos Defense is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.

Disability Accessibility Accommodation

If you require an accommodation to navigate or apply to our careers site, please send your request to [e-mail] or call 858-964-2916. Any inquires not related to requesting an accommodation will be discarded.

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The company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

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