Quality Manager

Forgent•Waco, TX

About The Position

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. The role leads customer quality initiatives, from QA assessments to RMA performance, and acts as the primary quality interface between Forgent Power Solutions and customers, including utilities, industrial customers, and hyperscale data center customers. The position is responsible for driving customer satisfaction, reducing warranty costs, improving field reliability, managing customer escalations and audits, and ensuring lessons learned are deployed throughout the organization. Working cross-functionally with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain, and Manufacturing, the manager develops and executes strategies to improve product reliability, enhance customer confidence, and strengthen the company’s reputation as a supplier of mission-critical power infrastructure. The role leads and develops the RMA Quality Manager, Quality Engineers, and Quality Technicians.

Requirements

Bachelor’s degree in Engineering, Quality, Reliability, Manufacturing, Industrial Technology, or a 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.

Nice To Haves

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.
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.

Responsibilities

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 to 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 deployed throughout manufacturing, testing, and service operations.
Lead and develop the RMA Quality Manager, Quality Engineers, and Quality Technicians, 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.