Sr. Manager, Customer Service & Field Quality

RED CAT HOLDINGS•Valdosta, GA

10d

About The Position

Blue Ops is seeking a highly motivated, customer-focused, and technically proficient Senior Manager of Customer Service & Field Quality to lead post-delivery customer support operations and drive continuous product reliability improvements across autonomous maritime systems. The role is the operational link between customers and Blue Ops' Engineering, Manufacturing, Marine Operations, Technology, and Quality teams. The manager will establish scalable support processes, improve fleet reliability, reduce warranty costs, and strengthen customer confidence in Blue Ops products and services in a fast-paced defense technology environment. The position leads post-sale customer service and technical support for domestic and international customers; develops support procedures, knowledge management, service standards, and performance measures; and analyzes customer cases, field reports, warranty claims, diagnostic logs, and product performance data. It also leads root-cause investigations and the RMA process, coordinates corrective actions with cross-functional teams, conducts field quality audits, manages departmental resources, and communicates significant product issues and performance trends to customers and executive leadership. A bachelor's degree in Engineering, Business Administration, Operations Management, or a related technically rigorous discipline and 8–10 years of progressive leadership experience in relevant customer service, technical support, field service, product support, quality, or field engineering environments are required. A master's degree is preferred. Experience with complex autonomous, robotics, maritime, defense, industrial, or similarly sophisticated technical products is strongly preferred. Lean Six Sigma certification is strongly preferred, and ASQ CMQ/OE is a significant plus. The role requires successful completion of a post-offer background check and access to export-controlled technology; candidates must provide proof of U.S. citizenship or permanent residence and must not require sponsorship for export-restricted work authorization.

Requirements

Bachelor's degree in Engineering (Mechanical, Electrical, 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.
Experience administering and using enterprise CRM and ticketing systems, FSM platforms, ERP systems, and business intelligence or reporting platforms.
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 decision-making.
Working knowledge of warranty administration, quality management systems, configuration management, and technical documentation.
Successful completion of a post-offer background check.
For access to ITAR/EAR-controlled technology, proof of U.S. citizenship or permanent residence and no need for sponsorship for export-restricted work authorization.

Nice To Haves

Master's degree (MBA or M.S. in Quality, Engineering Management, Operations Management, or a related discipline).
Experience supporting complex autonomous systems, robotics, maritime systems, defense technologies, industrial equipment, or similarly sophisticated technical products is strongly preferred.
Lean Six Sigma Green Belt or Black Belt certification is strongly preferred.
ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) is a significant plus.

Responsibilities

Lead post-sale Customer Service and Technical Support functions, providing timely, professional, technically accurate support to domestic and international customers.
Manage multi-tier customer support operations across phone, email, customer portals, and other communication channels.
Develop, implement, and improve SOPs for Tier 1 through Tier 3 technical support and engineering escalation processes.
Establish and maintain a scalable knowledge management system with accurate technical documentation for customer self-service and internal support teams.
Monitor customer 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 methodologies including 8D, 5-Why, Fishbone, and FMEA.
Manage the RMA process, coordinating component returns, product inspections, teardown analysis, and corrective actions with Engineering and Manufacturing.
Partner with Engineering, Manufacturing, Marine Operations, Quality, and Supply Chain on 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 of installation quality, repair workmanship, maintenance practices, safety compliance, and service performance.
Build and maintain dashboards and operational metrics for customer satisfaction, response times, product reliability, warranty trends, and field service effectiveness.
Analyze customer feedback, technical support data, and field performance metrics, identifying improvement opportunities and communicating 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 across Engineering, Manufacturing, and Product Development.
Ensure customer feedback informs future product development, manufacturing improvements, and quality initiatives.
Support initiatives 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.