Project Manager- Warranty & Field Operations

MGM Temps•Vernon, CA

just now•$100,000 - $120,000

About The Position

The Project Manager – Warranty & Field Operations position is a cross-functional leadership role within the Forgent Customer Care organization. This position carries end-to-end ownership of warranty case management, field operations coordination, and strategic service partner relationships. The role blends the day-to-day case administration and customer communication responsibilities of the Customer Care function with broader project management duties — including master service agreement governance, field-to-production feedback loop closure, and training program development. This individual must be equally effective as a customer-facing representative and an internal driver of operational excellence across engineering, manufacturing, quality, and service teams.

Requirements

5+ years of experience in project management, service operations, warranty administration, or technical customer care — preferably in an industrial or engineered-products environment
Experience developing or managing service contracts, MSAs, or vendor agreements
Proficiency with CRM/ticketing systems, document repositories, and reporting tools (Salesforce, Zendesk, or similar platforms)
High attention to detail and documentation accuracy
Strong organizational, time-management, and prioritization skills
Demonstrated ability to manage multiple concurrent cases, projects, and stakeholder relationships simultaneously
Professional written and verbal communication skills with the ability to interface effectively with customers, service partners, and executive leadership

Nice To Haves

Experience in electrical equipment, power systems, transformers, or medium-voltage apparatus
Familiarity with transformer construction, testing, installation, or field service operations
Background in warranty management or quality feedback processes in a manufacturing environment
PMP certification or equivalent project management credential
Experience developing training materials or leading product familiarization programs

Responsibilities

Create, track, and manage warranty and service cases from initial intake through final resolution, ensuring timely and accurate disposition
Serve as the primary administrator for customer service cases, RMAs, and warranty claims, maintaining thorough supporting documentation
Drive case resolution by coordinating cross-functionally with Field Service Engineers, engineering, operations, and quality teams
Support internal reporting on service KPIs, response times, case aging, and resolution metrics
Develop, maintain, and manage master service agreements (MSAs) between Forgent and third-party service partners, ensuring contractual alignment with organizational standards and service-level expectations
Coordinate field service scheduling, travel logistics, and site access requirements in collaboration with service partners and internal teams
Organize, track, and drive to resolution field issues, ensuring root cause identification and corrective action implementation
Liaise with engineering, manufacturing, quality, and operations stakeholders to close the feedback loop from field observations to production improvements
Assist in the strategic expansion of Forgent Customer Care capabilities, including process development, tool implementation, and resource planning
Support the development of internal and external training programs and product familiarization initiatives focused on transformer technology, application, and field service best practices
Ensure all customer communications are timely, professional, and thoroughly documented
Drive continuous improvement of service workflows, warranty processes, and field operations procedures
Identify trends in warranty claims and field issues to inform product quality and design improvements
Contribute to the development of standardized processes and playbooks for the Customer Care organization