Manager, Customer Service - AirBorn Connectors Business Unit

Manager, Customer Service - AirBorn Connectors Business Unit - United States - 188613 - Koch

Skip to content

Koch Home Page

• Search jobs

• Login

• Candidate Profile

• Employee Login

• Login

• Candidate Profile

• Employee Login

• Home

• Search Jobs

• Life at Koch

• Companies

• Overview

• Koch

• i360

• KBX

• Koch Ag & Energy Solutions

• Koch Minerals and Trading

• Koch Investment Companies

• Koch Disruptive Technologies

• Koch Equity Development

• Koch Engineered Solutions

• Flint Hills Resources

• INVISTA

• Georgia-Pacific

• Molex

• Phillips Medisize

• Guardian Industries

• Guardian Glass

• Infor

• Career Fields

• Hiring Process

• Early Careers

• Military

• Events

• Candidate Portal

• Join our Talent Community

• Employee Login

• Learn More About Koch

• Koch Newsroom

• English - US

• Deutsch

• English - US

• Español - ES

• Français - France

• Polski

• -

• < Back to Search Results

Manager, Customer Service - AirBorn Connectors Business Unit

Location(s)

Georgetown, Texas

Company

Molex

Career Field

Customer Service

Job Number

188613

Apply now

Share

• Email
• Facebook
• X
• LinkedIn

Your Job

As the Manager of Customer Service, you will build and lead a high‑performing, customer‑facing organization supporting aerospace and defense customers with rugged connectors, cable assemblies, and interconnect solutions. You will be accountable for order management, technical customer support, and aftermarket and repair services while strengthening long‑term customer relationships.

This role requires a deep understanding of aerospace and defense supply chains, regulatory requirements (ITAR/EAR, DFARS), and ruggedized interconnect products. You will partner closely with Sales, Engineering, Operations, Quality, and Supply Chain to improve on‑time delivery, reduce cycle times, and deliver an exceptional customer experience.

Our Team

You will lead a customer service organization of approximately 8-20 direct and indirect reports across customer service, order management, technical support, and aftermarket/repair functions. The team works cross‑functionally with commercial, engineering, operations, and supply chain partners to support mission‑critical aerospace and defense programs.

What You Will Do

• 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.

Who You Are (Basic Qualifications)

• Bachelor's degree in Engineering, Business, Supply Chain, or a related field.
• At least 5 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.

What Will Put You Ahead

• 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.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate''s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

In order to comply with U.S. export control laws and regulations, this position requires applicants to either provide proof of U.S. citizenship or lawful permanent resident status or be eligible to receive an export authorization (a license) under the International Traffic in Arms Regulations and/or the Export Administration Regulation

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

Aerospace & Defense Solutions Division

With a legacy of over six decades (formerly AirBorn), Molex's Aerospace & Defense Solutions Division is committed to engineering and manufacturing excellence. Our mission-critical products operate in the most demanding environments-from fighter jets and submarines to Mars and beyond. We take pride in our passionate team and cutting-edge technologies that ensure reliability where it matters most. Join us and help shape the future of aerospace and defense innovation.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).

Apply now

Share

• Email
• Facebook
• X
• LinkedIn

Similar jobs

• Molex

Share

• Email
• Facebook
• X
• LinkedIn

Customer Service Manager - Connectors Business Unit

Location:

Georgetown, Texas

Job Number:

190683

• Molex

Share

• Email
• Facebook
• X
• LinkedIn

Product Line Director-WLM

Location:

Fremont, California

Job Number:

186560

• Molex

Share

• Email
• Facebook
• X
• LinkedIn

Engineer, Field Application, Mechanical

Location:

Tamsui District, New Taipei

Job Number:

183180

• Molex

Share

• Email
• Facebook
• X
• LinkedIn

Senior Engineer, Field Application, Mechanical

Location:

Shenzhen, Guangdong

Job Number:

188246

• Molex

Share

• Email
• Facebook
• X
• LinkedIn

Principal Engineer, Launch

Location:

Conway, Arkansas | Fremont, California | Lisle, Illinois

Job Number:

185248

View all

Koch

Search Jobs Life at Koch Hiring Process Early Careers Military Events

2026 Koch IP Holdings, LLC. All Rights Reserved

Terms of Use Privacy Policy Code Of Conduct California Supply Vendors Right to Work Pay Transparency Policy Cookies Settings Help Equal Employment Opportunity Family Medical Leave Act Employee Polygraph Protection Act E-Verify Illinois E-Verify information click here, aquí, or tu

Privacy Preference Center

Privacy Preference Center

Your Privacy

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalised web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

More information

• Strictly Necessary Cookies

Strictly Necessary Cookies

Always Active

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

Cookie Details

• Performance Cookies

Performance Cookies

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Cookie Details

• Functional Cookies

Functional Cookies

Functional Cookies

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

Cookie Details

• Targeting Cookies

Targeting Cookies

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.

Cookie Details

• Social Media Cookies

Social Media Cookies

Social Media Cookies

These cookies are set by a range of social media services that we have added to the site to enable you to share our content with your friends and networks. They are capable of tracking your browser across other sites and building up a profile of your interests. This may impact the content and messages you see on other websites you visit. If you do not allow these cookies you may not be able to use or see these sharing tools.

Cookie Details

Back Button

Advertising Cookies

Filter Button

Consent Leg.Interest

Select All Vendors

Select All Vendors

Select All Hosts

Select All

Clear Filters

Information storage and access

Apply

Confirm My Choices Reject All Allow All