Customer-First Quality Manager: Reliability & VOC

Forgent Power Solutions, Inc.; Waco (AL); On-site; USD 95,000 - 130,000; Full time

Job summary

Forgent Power Solutions, Inc. is seeking a Quality Manager to lead customer experiences and own RMA quality performance across strategic accounts.

You will drive reliability, reduce warranty costs, and serve as the primary quality interface with utilities, industrial, and hyperscale data center customers. You will collaborate with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain, and Manufacturing to improve product reliability and overall customer satisfaction.

Qualifications

• Bachelor's degree and 8+ years in quality engineering roles.
• Minimum 3 years of leadership experience.
• Experience with customer quality, warranty, and field service quality.

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 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.

Skills

VOC leadership

Reliability engineering

Root cause analysis

Quality systems knowledge

Cross-functional collaboration

Education

Bachelor's Degree in Engineering

Job description

Forgent Power Solutions, Inc. is seeking a Quality Manager to lead customer experiences and own RMA quality performance across strategic accounts.

You will drive reliability, reduce warranty costs, and serve as the primary quality interface with utilities, industrial, and hyperscale data center customers. You will collaborate with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain, and Manufacturing to improve product reliability and overall customer satisfaction.