Customer Quality & Reliability Leader

Forgent Power Solutions, Inc.; Waco (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

Forgent Power Solutions, Inc. is seeking a Customer Quality & Reliability Manager to be the Voice of the Customer, owning RMA quality performance, field reliability, and warranty reduction for strategic customers.

You will lead cross-functional teams across Engineering, Operations, Service, and Sales to drive quality improvements, audits, and lessons learned, ensuring customer requirements are deployed across manufacturing and service.

Qualifications

• Bachelor's Degree in Engineering, Quality, Reliability, Manufacturing, Industrial Technology, or related field.
• 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.

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

Customer quality

Reliability engineering

Root cause analysis

Cross-functional collaboration

Quality systems

Education

Bachelor's degree in engineering/quality/reliability/manufacturing/industrial technology

ASQ CQE

ASQ CRE

ASQ CMQ/OE

Job description

Forgent Power Solutions, Inc. is seeking a Customer Quality & Reliability Manager to be the Voice of the Customer, owning RMA quality performance, field reliability, and warranty reduction for strategic customers.

You will lead cross-functional teams across Engineering, Operations, Service, and Sales to drive quality improvements, audits, and lessons learned, ensuring customer requirements are deployed across manufacturing and service.