Quality Manager

Description Job Title: Quality Manager

Location:

Department: Quality Reports To: Quality Director Job Type: Full Time

JOB DESCRIPTION

Summary/Objective

The Quality Manager - Customer Experience serves as the organization's primary Voice of the Customer (VOC) leader and owns RMA quality performance, field reliability, warranty reduction, customer satisfaction, and quality relationship management for strategic customers.

This position leads customer quality initiatives from QA assessments to RMA performance, acting as the primary quality interface between Forgent Power Solutions and customers including utilities, industrial, and hyperscale data center customers. The role is responsible for driving customer satisfaction, reducing warranty costs, improving field reliability, managing customer escalations, customer audits, and ensuring lessons learned are effectively deployed throughout the organization.

Working cross-functionally with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain, and Manufacturing, the Customer Quality & Reliability Manager develops and executes strategies that improve product reliability, enhance customer confidence, and strengthen the company's reputation as a premier supplier of mission-critical power infrastructure.

The ideal candidate brings strong customer-facing leadership capabilities, reliability engineering expertise, root cause investigation experience, and a deep understanding of electrical equipment manufacturing, field service, and quality systems.

Essential Functions · Serve as the primary quality representative and Voice of the Customer (VOC) for strategic and high-value customers. · Lead customer quality reviews, executive business reviews, and customer performance scorecard meetings. · Manage customer complaints, quality escalations, and critical issues through containment, root cause analysis, corrective action, and closure. · Develop and execute customer quality and reliability strategies that improve customer satisfaction, field performance, and business retention. · Lead field failure investigations and analyze warranty claims, RMAs, service reports, and reliability data to identify systemic issues. · Drive initiatives to reduce warranty costs, improve product reliability, and prevent recurring failures. · Serve as the quality liaison for hyperscale data center, utility, and mission-critical infrastructure customers, including support of audits, FATs, and customer assessments. · Ensure customer-specific quality requirements are effectively deployed throughout manufacturing, testing, and service operations. · Lead and develop the RMA Quality Manager, Quality Engineers, and Quality Technicians while establishing priorities, goals, and performance expectations. · Establish and monitor customer quality and reliability KPIs, driving continuous improvement through data analysis, lessons learned, and cross-functional corrective actions.

Requirements

Education & Experience Required

• Bachelor's Degree in Engineering, Quality, Reliability, Manufacturing, Industrial Technology, or related technical discipline.
• Minimum 8 years of experience in Quality Engineering, Customer Quality, Reliability Engineering, Field Service Quality, Warranty Management, or related technical roles.
• Minimum 3 years of leadership experience.

Preferred

• Experience supporting data center customers, mission-critical infrastructure, utilities, EPC contractors, or electrical equipment manufacturers.
• Experience with Power Distribution electrical equipment.
• Experience managing customer audits and customer relationships.
• Experience with FAT programs, commissioning support, and field failure investigations.
• Experience within Engineer-to-Order (ETO) manufacturing environments.

Preferred Certifications

• ASQ Certified Quality Engineer (CQE)
• ASQ Certified Reliability Engineer (CRE)
• ASQ Certified Manager of Quality / Organizational Excellence (CMQ/OE)
• Lean Six Sigma Black Belt
• ISO 9001 Lead Auditor