Sr. Manager, Customer Service & Field Quality

BLUE OPS INC•Valdosta, GA

10d•Onsite

About The Position

Blue Ops is seeking a customer-focused and technically proficient Senior Manager of Customer Service & Field Quality to lead post-delivery customer support and drive continuous product reliability improvements across its autonomous maritime systems. The role links customers with Engineering, Manufacturing, Marine Operations, Technology, and Quality teams. It is responsible for delivering exceptional customer experiences, identifying field performance trends, and translating customer feedback into product improvements. The position will establish scalable support processes, improve fleet reliability, reduce warranty costs, and strengthen customer confidence in Blue Ops products and services. The Senior Manager leads post-sale customer service and technical support for domestic and international customers; oversees multi-tier support and technical documentation; manages root cause investigations, warranty and RMA processes, and field corrective actions; and develops field service standards and audits. The role also builds performance dashboards, analyzes customer and field data, manages departmental budgets, staffing, technologies, and resources, leads customer communications during significant product issues, and reports performance and improvement efforts to executive leadership. The position is based at Blue Ops in Valdosta, Georgia, and is full-time. Candidates must successfully complete a post-offer background check. The position involves access to ITAR/EAR-controlled materials or technical data; candidates subject to these restrictions must provide proof of U.S. citizenship or permanent residence and must not require sponsorship for export-restricted work authorization. Compensation includes salary, an annual equity package, and potential bonuses.

Requirements

Bachelor's degree in Engineering (Mechanical, Electrical, or Industrial), Business Administration, Operations Management, or a related technically rigorous discipline.
8–10 years of progressive leadership experience across Customer Service, Customer Operations, Technical Support, Field Service, Product Support, Quality, or Field Engineering environments.
Proven experience leading multi-channel customer support organizations while managing technical field service teams or supporting complex electromechanical products.
Demonstrated success partnering with Engineering, Manufacturing, Quality, Marine Operations, and Product Development teams to improve product reliability and customer satisfaction.
Experience managing warranty programs, RMA processes, field corrective actions, and root cause investigations.
Strong understanding of RCA, FMEA, 8D, 5-Why, Fishbone Analysis, and continuous improvement methodologies.
Experience developing service metrics, KPIs, dashboards, and operational reporting to support data-informed decisions.
Working knowledge of warranty administration, quality management systems, configuration management, and technical documentation.
Successful completion of a post-offer background check.
For work subject to ITAR/EAR restrictions, proof of U.S. citizenship or permanent residence and no need for sponsorship for export-restricted work authorization.

Nice To Haves

Master's degree in Business Administration, Quality, Engineering Management, Operations Management, or a related discipline.
Experience supporting autonomous systems, robotics, maritime systems, defense technologies, industrial equipment, or similarly sophisticated technical products.
Lean Six Sigma Green Belt or Black Belt certification.
ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification.
Experience administering and using enterprise CRM and ticketing systems such as Salesforce Service Cloud, Zendesk, or similar; Field Service Management platforms; ERP systems such as SAP or Oracle; and reporting platforms such as Power BI or Tableau.

Responsibilities

Lead post-sale Customer Service and Technical Support, providing timely, professional, and technically accurate support to domestic and international customers.
Manage multi-tier customer support across phone, email, customer portals, and other communication channels.
Develop, implement, and continuously improve SOPs for Tier 1 through Tier 3 support and engineering escalation.
Establish and maintain a scalable knowledge management system with accurate technical documentation for customer self-service and internal support teams.
Monitor support cases, diagnostic logs, field service reports, warranty claims, and product performance data to identify recurring quality and reliability trends.
Lead root cause investigations using structured methodologies, including 8D, 5-Why, Fishbone, and FMEA.
Manage the RMA process, coordinating returns, inspections, teardown analysis, and corrective actions with Engineering and Manufacturing.
Partner with Engineering, Manufacturing, Marine Operations, Quality, and Supply Chain to implement field corrective actions, engineering changes, software updates, and containment plans.
Develop field service standards, technical procedures, SLAs, and quality expectations for internal technicians and third-party service providers.
Conduct field quality audits assessing installation quality, repair workmanship, maintenance practices, safety compliance, and service performance.
Build and maintain service dashboards and operational metrics covering customer satisfaction, response times, product reliability, warranty trends, and field service effectiveness.
Analyze customer feedback, technical support data, and field performance metrics to identify improvement opportunities and communicate recommendations to leadership.
Manage departmental budgets, staffing plans, support technologies, and service resources.
Lead customer communications during significant product issues, field reliability events, software releases, and corrective action campaigns.
Build customer relationships and represent the voice of the customer to Engineering, Manufacturing, and Product Development.
Ensure customer feedback informs product development, manufacturing improvements, and quality initiatives.
Support continuous improvement efforts to reduce warranty costs, improve fleet reliability, increase operational efficiency, and enhance customer experience.
Prepare and present regular reports to executive leadership on customer service performance, field quality trends, KPIs, and operational improvements.
Perform other duties as assigned.