Head of Technical Support & Warranty Operations

States Manufacturing Corporation; Minnesota; On-site; USD 120,000 - 190,000; Full time

Job summary

Forgent Power in Minnesota seeks a senior leader to design and scale a centralized Technical Support and Warranty organization, reporting to the VP of Services. You will establish the end-to-end operating model for customer issue resolution across product lines.

You will partner with Engineering, Manufacturing, Quality and Project Management to translate field failures into actionable improvements, build a high-performing team of Technical Support & Warranty specialists, and oversee warranty

Qualifications

• 8–12+ years of progressive leadership in technical support, warranty operations, field service, or service operations within industrial or electrical equipment environments.
• Proven experience building or transforming centralized support organizations, processes, and workflows.
• Bachelor’s degree in Engineering, Business, or related field; advanced degree preferred.

Responsibilities

• Design and deploy a centralized technical support and warranty operating model.
• Process standardization for case intake, escalation, and resolution across product lines.
• Lead CRM/service platform implementations with scalable workflows and reporting.
• Define end-to-end customer experience and track CSAT, response time, and resolution quality.
• Recruit, structure, and develop a high performing Technical Support & Warranty team.
• Own warranty policy design, authorization frameworks, and financial controls; manage spend and reserves.
• Establish structured feedback with Engineering, Manufacturing, and Quality for root-cause actions.
• Define KPIs and dashboards to drive continuous improvement in service.

Skills

Strategic leadership

Process design

Cross-functional collaboration

Operational excellence

Data-driven decisions

Stakeholder management

Education

Bachelor's degree in Engineering, Business, or related field

Tools

Salesforce Service Cloud

CRM systems

Job description

Forgent Power in Minnesota seeks a senior leader to design and scale a centralized Technical Support and Warranty organization, reporting to the VP of Services. You will establish the end-to-end operating model for customer issue resolution across product lines.

You will partner with Engineering, Manufacturing, Quality and Project Management to translate field failures into actionable improvements, build a high-performing team of Technical Support & Warranty specialists, and oversee warranty