Director of Customer Service (Aerospace & Defense Products)

Molex is a leader in Aerospace & Defense Solutions, committed to engineering and manufacturing excellence. The Director of Customer Service will build and lead a high-performing organization that supports aerospace and defense customers, focusing on order management, technical support, and strengthening long-term customer relationships.

Responsibilities:

• Set and execute the customer service strategy across order management, technical support, aftermarket programs, and returns and repairs
• Lead, develop, and scale a customer service organization, including recruiting, training, and career development for both on-site and remote team members
• Own customer-facing performance metrics including On-Time Delivery (OTD), order cycle time, first response time, case resolution time, customer satisfaction (CSAT/NPS), and warranty and return rates
• Manage customer escalations involving complex technical issues, scheduling constraints, and contractual requirements with OEMs, prime contractors, defense customers, and distributors
• Partner with Sales and Applications Engineering to ensure smooth transitions from quote to delivery and timely resolution of technical questions related to drawings, part numbers, and specifications
• Oversee repair depot and RMA operations, including repair turnaround time, spares management, and lifecycle or obsolescence support
• Ensure compliance with aerospace and defense standards and regulations, including ITAR/EAR, AS9100, NADCAP, and DFARS requirements
• Collaborate with Supply Chain and Operations to reduce lead-time variability, manage demand surges, and mitigate material shortages
• Drive continuous improvement initiatives using Lean, Six Sigma, and process automation to streamline workflows and reduce manual effort
• Lead customer performance reviews, service-level agreements, and customer scorecards
• Partner with Legal, Pricing, and Sales to manage customer contract terms related to service, warranty, pricing, lead times, and repair obligations

Requirements:

• Bachelor's degree in Engineering, Business, Supply Chain, or a related field
• At least 8 years of progressive experience in customer service or order management within aerospace, defense, or ruggedized electronics, including 3 years in a leadership role
• Experience supporting connectors, cable assemblies, or electromechanical components
• Working knowledge of aerospace and defense standards and regulatory requirements, including AS9100 and ITAR/EAR
• Demonstrated success managing customer service KPIs such as OTD, CSAT/NPS, average handling time, and case resolution metrics
• Experience using CRM and ERP systems such as Salesforce, Oracle NetSuite, SAP, Microsoft Dynamics, or similar platforms
• Strong cross‑functional collaboration skills and ability to influence across commercial and operational teams
• Data‑driven mindset with strong analytical and problem‑solving skills
• Experience with MIL‑DTL connector families such as MIL‑DTL‑38999 or MIL‑DTL‑26482
• Exposure to repair depot operations or aftermarket services in aerospace or defense environments
• Lean Six Sigma certification or demonstrated continuous improvement leadership
• MBA or advanced degree
• Active security clearance or experience supporting classified or federal programs