Sr. Manager, Customer Service & Field Quality

Red Cat Holdings; Valdosta (GA); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Equity package

Job summary

Red Cat Holdings seeks a Senior Manager of Customer Service & Field Quality to lead post-delivery support for Blue Ops' autonomous maritime systems. You will drive reliability improvements, oversee multi-channel support, and partner with Engineering, Manufacturing, Marine Operations, and Quality teams to deliver exceptional customer experiences.

You will establish scalable workflows, perform RCA investigations, manage RMA processes, and implement Field Corrective Actions to reduce warranty costs

Qualifications

• Bachelor's degree in Engineering, Business Admin, Operations Management, or related field.
• MBA or MS in Quality/Engineering/Operations is a plus.
• 8–10 years of progressive leadership in Customer Service, Operations, or Field Engineering.

Responsibilities

• Lead post-sale Customer Service and Technical Support across channels.
• Develop and improve SOPs for Tier 1–3 support and escalation processes.
• Establish scalable knowledge management systems for self-service and internal use.
• Monitor support metrics and field data to identify trends for improvement.
• Lead RCA investigations using 8D, 5-Why, Fishbone, and FMEA.
• Manage RMA processes and coordinate corrective actions with Engineering/Manufacturing.
• Collaborate with Engineering/Manufacturing/Quality to implement FCAs and software updates.
• Define service standards, SLAs, and quality expectations for internal and external technicians.
• Build dashboards to monitor customer satisfaction, reliability, warranty trends, and field effectiveness.
• Prepare regular reports on performance to executive leadership.

Skills

Leadership

Customer service

Technical problem-solving

Field service

RCA/FMEA

SOP development

Cross-functional collaboration

Program management

Communication

Education

Bachelor's degree in engineering or related field

MBA or MS in related field (preferred)

Tools

Salesforce Service Cloud

Zendesk

FSM platforms

ERP SAP/Oracle

Power BI/Tableau

Job description

Job Details: Job Location: Blue Ops - Valdosta, GA 31601, Position Type: Full Time, Position Summary

We are seeking a highly motivated, customer-focused, and technically proficient Senior Manager of Customer Service & Field Quality to lead Blue Ops' post-delivery customer support operations while driving continuous product reliability improvements across our autonomous maritime systems.

This role serves as the operational link between customers and Blue Ops' Engineering, Manufacturing, Marine Operations, Technology, and Quality teams. The Senior Manager is responsible for ensuring exceptional customer experiences while identifying field performance trends and converting customer feedback into actionable product improvements.

The ideal candidate combines strong customer service leadership with technical problem-solving capabilities and thrives in a fast-paced defense technology environment. This individual will establish scalable support processes, improve fleet reliability, reduce warranty costs, and strengthen customer confidence in Blue Ops products and services.

Essential Duties and Responsibilities

• Lead Blue Ops' post-sale Customer Service and Technical Support functions, ensuring timely, professional, and technically accurate support for domestic and international customers.
• Manage multi-tier customer support operations across phone, email, customer portals, and other communication channels.
• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) for Tier 1 through Tier 3 technical support and engineering escalation processes.
• Establish and maintain a scalable knowledge management system (KMS) that provides 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 product quality or reliability trends.
• Lead Root Cause Analysis (RCA) investigations utilizing structured methodologies including 8D, 5-Why, Fishbone, and Failure Mode & Effects Analysis (FMEA).
• Manage the Return Material Authorization (RMA) process, coordinating component returns, product inspections, teardown analysis, and corrective action activities with Engineering and Manufacturing.
• Partner with Engineering, Manufacturing, Marine Operations, Quality, and Supply Chain to develop and implement Field Corrective Actions (FCAs), engineering changes, software updates, and containment plans that improve product reliability.
• Develop field service standards, technical procedures, service level agreements (SLAs), and quality expectations for internal technicians and third-party service providers.
• Conduct field quality audits to evaluate installation quality, repair workmanship, maintenance practices, safety compliance, and overall service performance.
• Build and maintain service performance dashboards and operational metrics to monitor customer satisfaction, response times, product reliability, warranty trends, and field service effectiveness.
• Analyze customer feedback, technical support data and field performance metrics to identify opportunities for continuous improvement and communicate recommendations to leadership.
• Manage departmental budgets, staffing plans, support technologies, and service resources to ensure scalable customer support operations.
• Lead customer communications during significant product issues, field reliability events, software releases, and corrective action campaigns.
• Foster strong customer relationships while serving as the voice of the customer across Engineering, Manufacturing, and Product Development teams.
• Ensure customer feedback is effectively incorporated into future product development, manufacturing improvements, and quality initiatives.
• Support continuous improvement initiatives that reduce warranty costs, improve fleet reliability, increase operational efficiency, and enhance the overall customer experience.
• Prepare and present regular reports to executive leadership on customer service performance, field quality trends, key performance indicators, and operational improvements.
• Perform other duties as assigned.

Education & Experience

Required: Bachelor's degree in Engineering (Mechanical, Electrical, Industrial), Business Administration, Operations Management, or a related technically rigorous discipline.

Preferred: Master's degree (MBA or M.S. in Quality, Engineering Management, Operations Management, or related discipline).

Minimum of 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, Return Material Authorization (RMA) processes, field corrective actions, and root cause investigations.

Experience supporting complex autonomous systems, robotics, maritime systems, defense technologies, industrial equipment, or similarly sophisticated technical products is strongly preferred.

Certification & Technical Knowledge

Quality Management: Lean Six Sigma Green Belt or Black Belt certification strongly preferred. ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) is a significant plus.

Systems & Infrastructure: Experience administering and utilizing Enterprise CRM and ticketing systems (Salesforce Service Cloud, Zendesk, or similar), Field Service Management (FSM) platforms, ERP systems (SAP, Oracle, or equivalent), and business intelligence/reporting platforms such as Power BI or Tableau.

Strong understanding of Root Cause Analysis (RCA), Failure Mode & Effects Analysis (FMEA), 8D, 5-Why, Fishbone Analysis, and continuous improvement methodologies.

Experience developing service metrics, KPIs, dashboards, and operational reporting to drive data-informed decision making.

Working knowledge of warranty administration, quality management systems (QMS), configuration management, and technical documentation.

Background Check

This position will require successfully completing a post-offer background check. Qualified candidates with a criminal history will be considered and are not automatically disqualified, consistent with federal and state law.

EEO and ITAR/EAR Work Authorization Disclosure

Red Cat Holdings provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This position requires direct or indirect access to hardware, software, technology or technical data controlled under the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Successful candidates for positions subject to ITAR/EAR restrictions must provide proof of U.S. Citizenship or Permanent Residence and must not require sponsorship for export-restricted work authorization.

The company participates E-Verify ensure eligibility for employment and compliance with Right to Work rules.

Compensation: Salary plus generous annual equity package and potential bonuses.