Service Operations Team Lead (onsite)

About the role

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.

Responsibilities

• 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 service warehouse inventory, forecast parts needs based on historical data and upcoming repair jobs; place orders to maintain optimal inventory levels; regularly assess current parts inventory.
• Manage order intake and revenue of the service department; build a service price list, send quotations and invoices, share price offers for repairs, spare parts, service contracts and service activities.
• Other duties may be assigned.

Requirements

• 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.
• Willingness and ability to learn and utilize company technology for company required purposes (e.g., training, reviewing, signing policies and procedures, benefits enrollment, and changes).
• 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 the job.
• 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.
• Ability to obtain security clearance, if needed.
• Supervisory responsibility: this position has supervisory responsibilities.

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

Pay

Salary Range: $70K‑$80K