Job Title:  Customer Service Manager- Aerospace & Defense Manufacturing

As the Customer Service Manager for AMETEK Rotron, you will lead a high performing Customer Service organization that supports aerospace, defense, and industrial customers. You will oversee a team responsible for quoting, order management, issue resolution, and customer communication, ensuring accuracy, compliance, and exceptional service delivery.

This role requires manufacturing experience, strong leadership, proven process improvement capability, and the ability to navigate regulated environments (including U.S. Export Regulations). You will partner closely with Sales, Operations, and Program Management to drive customer satisfaction and operational excellence.

How You Will Make an Impact

• Lead, coach, and develop the Customer Service team; manage hiring, performance management, and career growth.
• Create, execute, and monitor performance metrics that ensure accountability, responsiveness, and high-quality output.
• Ensure compliance with U.S. Export Regulations and customer contractual requirements.
• Oversee all customer service functions, including quoting, purchase order review, order entry, order maintenance, customer portal management, and escalated issue resolution.
• Partner with Sales and internal teams to align service delivery with customer expectations and company objectives.
• Develop and optimize processes to improve efficiency, accuracy, and overall customer experience.
• Build strong relationships with key customers and territories through proactive communication and support.
• Establish and maintain customer service policies, procedures, and feedback/complaint mechanisms; leverage insights to drive continuous improvement.
• Identify issues early and implement practical, effective solutions; manage escalations professionally to restore customer confidence.
• Champion a culture of service excellence through communication clarity, ownership, and problem-solving.

What You Will Bring

• Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience).
• 3–5 years of management experience in a manufacturing environment (REQUIRED).
• Experience supporting regulated products, aerospace/defense customers, or export controlled programs strongly preferred.
• Strong verbal and written communication skills and the ability to work cross functionally.
• Proactive, customer focused mindset with a track record of improving processes or service performance.
• Strong organizational and problem solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Office; Oracle experience highly preferred.
• Demonstrated ability to remain calm, professional, and effective when handling pressure or customer escalations.
• Ability to pass a background check including a 9-panel drug screen
• Due to the nature of Rotron's programs and products, applicants must have the legal right to work in the US and additionally must be legally authorized to access export-controlled information and source code. 

Physical Requirements

• Ability to sit or stand for extended periods during meetings, computer work, and facility walkthroughs
• Occasional walking through production areas, which may involve exposure to noise, dust, or temperature variations
• Ability to lift up to 20 pounds occasionally (e.g., moving files, office supplies, or training materials)
• Manual dexterity for computer use, writing, and handling documents
• Visual and auditory ability to observe and communicate effectively in both office and manufacturing environments
• May require occasional bending, reaching, or climbing stairs within the facility

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