Repair & Returns Operations Manager

Job Title: Repair & Return Operations Manager

Job Code: 15952

Job Location: Forest, VA

Job Schedule: 9/80: Employees work 9 out of every 14 days - totaling 80 hours worked - and have every other Friday off

Job Description:

The Manager of the PSPC Repair & Return depot located in the Customer Integration Center (CIC) will be responsible for RMA administration, returns, repairs, data records, inventory, shipments, invoicing, and overall profit center activity. Addtionally, this position will entail daily supervision of direct reports, including technicians and administration, the plan & administration of departmental budgets.

Essential Functions:

• Manages profit center for $1.5M annual billable repairs, program maintenance contracts, and warranty repairs. Average volume of 7000 units repaired per year.
• Drive results and report key performance metrics for the department: Turn Around Time, On Time Delivery, billable revenue vs. warranty accrual, repair completion rates, and performance management.
• Continual improvement by process mapping, 5S+1 / Lean initiatives, and e3 projects. Supports EH&S initiatives and promotes safety compliance. Supports NPI readiness of Products, Software, and repair capability.
• Communicates operational status through production meetings, staff meetings, and finance meetings.
• Provides input on talent management, hiring, performance and/or compensation decisions for direct reports.
• Liaison with various departments to ensure successful RMA administration and repair order fulfillment. Interact regularly with the following functions: Warranty Administration, L3Harris authorized service centers, Planning and Supply Chain, Customer Care for order status and fulfillment, Programs for maintenance contracts, Engineering for hardware and software implementation, and Finance for departmental budgeting.
• Forecast needs for product training, test protocols, special tools and fixtures and work with vendors to develop and deliver those tools.
• Establish terms and conditions for vendors and third-party repair facilities to service peripheral equipment.
• Host regulatory compliance audits each quarter.

Qualifications:

• Bachelor's with 9 years prior experience, Graduate Degree with 7 years prior experience. In lieu of a degree, minimum of 13 years of prior related experience.

Preferred Additional Skills:

• Supervision experience of direct reports.
• Technical experience: Functional understanding of RF two-way communications theory and terminology; RF transmit & receive principles; board-level electronics; soldering and assembly.
• Test equipment: Knowledge of common test equipment such as multimeters and RF Analyzers (HP 8920, Aeroflex 3920, VIAVI CX-300).
• Proficient with Microsoft Office Excel/Word/Powerpoint to compile, write, communicate and present operational status to the business.
• Some financial acumen, to plan departmental budgets and provide productivity analysis.
• Continual Improvement mindset; Lean Manufacturing and/or Six Sigma Green Belt experience preferred.

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