Manager Field Engineering Services 1

Job Duties:

• Manages fielded-product service issues to include providing remote troubleshooting support (and documentation) to customers/end users and coordinating with engineering for technical assistance as necessary.
• Issues Return Material Authorization (RMA) numbers as required for the return of the product.
• Coordinates and reviews documentation to ensure compliance with State and/or Commerce Department guidelines regarding the return/import of fielded product for evaluation and/or repair.
• Establishes parts and work orders for the evaluation and repair of returned product and coordinates repair activities with production, engineering, and quality. 
• Assists with root cause analysis ensuring the proper preventive and corrective actions are performed and generates/reviews corrective action reports for sharing with customers.
• Supports Quality Assurance (QA) with the management of containment activities to include identification of trends in system returns and working with engineering and QA to identify instances where system containment and recalls may be necessary. 
• Develops formal evaluation and repair quotations and enters purchase orders for actual repair efforts.
• Manages all repair documentation.
• Tracks repair metrics and drives Key Performance Indicators (KPIs) for service-related items such as On-Time-Delivery (OTD), RMA metrics, service cases, service quotes data, service awards, India repair business metrics, and documentation metrics.
• Responsible for management of the CEO Module Repair Business in India to include managing and coordinating shipments of arrays and rods to India repair facility and India distributor(s) and tracking inventory to help ensure sufficient parts are maintained to match production and delivery schedules.
• Responsible for establishing and tracking production metrics for the India repair business and reviewing all service cases for accuracy and consistency.
• Develops and maintains repair part listings for lasers and electronics, setting standard costs for service parts, and managing and setting service labor rates.
• Generates procedures and Field Service Bulletins (FSBs) in support of repair business.  Maintains existing documentation up to date through periodic reviews and work with Engineering to enact service catalyzed changes. Coordinates and oversees customer training.  Tracks and manages customer communications and supports the establishment of DSEAs for sharing technical data with customers and universities, especially for State and Commerce controlled product.
• Manages the service team by removing barriers and shepherding their growth and development.

The health and safety of our employees and their families is a top priority. The company encourages employees to remain up-to-date on their COVID-19 vaccinations. U.S. Northrop Grumman employees may be required, in the future, to be vaccinated or have an approved disability/medical or religious accommodation, pursuant to future court decisions and/or government action on the currently stayed federal contractor vaccine mandate under Executive Order 14042 https://www.saferfederalworkforce.gov/contractors/.

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.