Technical Support And Warranty Management

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Description

The Technical Support & Warranty Management is responsible for designing, building, and scaling Forgent Power's centralized technical support and warranty organization. Reporting to the VP of Services, this role establishes the end to-end operating model for customer issue resolution, including process standardization, workflow design, system implementation, and organizational development.

This leader defines how customer issues are captured, assessed, resolved, and analyzed across all product lines ensuring a consistent, high-quality customer experience while driving operational efficiency and cost control. The role partners cross-functionally with Field Services, Engineering, Manufacturing, Quality, and Project Management to translate field issues into actionable improvements and long-term product reliability

Key Responsibilities

• Operating Model Design & Implementation: Design and deploy a centralized technical support and warranty operating model, including intake structure, escalation pathways, case ownership roles, and performance governance.
• Process Standardization & Workflow Development: Establish standardized processes for case intake, technical escalation, warranty validation, and resolution management across all product lines and legacy business units.
• Systems & Technology Deployment: Define requirements and lead implementation of service management platforms (e.g., Salesforce Service Cloud, Field Service), ensuring workflows, data structures, and reporting support scalable operations.
• Customer Experience Strategy & Execution: Define and implement the end-to-end customer experience for warranty and technical support cases, including communication standards, response timelines, and case ownership expectations. Establish and track key metrics (e.g., CSAT, response time, resolution quality) to ensure consistent, high-quality outcomes
• Organization Build & Talent Development: Recruit, structure, and develop a high-performing technical support team, including Technical Support & Warranty Specialists, Technical Support Engineers, and supporting service roles.
• Warranty Strategy & Financial Governance: Own warranty policy design, authorization frameworks, and financial controls; manage warranty spend, reserves, and recovery strategies in partnership with Finance.
• Cross-Functional Integration & Feedback Loops: Establish structured feedback mechanisms with Engineering, Manufacturing, and Quality teams to translate field failures into root cause actions and product improvements.
• Performance Management & Service Excellence: Define KPIs and dashboards across the end-to-end support lifecycle (intake ? resolution); drive continuous improvement in response time, resolution quality, and customer satisfaction.

Qualifications

Experience

• 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

Education

• Bachelor's degree in Engineering, Business, or related field required; advanced degree preferred

Technical & Systems Expertise

• Experience implementing CRM/service platforms (Salesforce strongly preferred)
• Strong understanding of warranty processes, service operations, and issue resolution workflows

Leadership & Business Capabilities

• Strong organizational design and team-building experience
• Financial acumen with ability to manage warranty budgets and cost controls
• Ability to operate effectively across a matrixed organization

Behavioral Competencies:

Exceptional visionary leadership capability; strong negotiation skills for handling major customer liability claims; high financial and commercial literacy.

Core Competencies & Behaviors

• Strategic Leadership: Defines and executes a clear vision for centralized technical support and warranty operations
• Operational Excellence: Builds scalable, standardized processes that improve efficiency, reduce variability, and enhance customer outcomes
• Ownership & Accountability: Drives end-to-end accountability for customer issue resolution performance and warranty financial outcomes
• Cross-Functional Influence: Effectively aligns Engineering, Manufacturing, Quality, and Services teams around common priorities
• Continuous Improvement Mindset: Leverages data and field insights to continuously improve processes, products, and service delivery
• Customer-Centric Leadership : Ensures the organization delivers consistent, transparent, and high-quality customer experiences

Working Conditions

Professional corporate office environment with approximately 15-20% travel required to regional facilities, manufacturing plants, and strategic client offices.

Disclaimer

The statements above are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, or skills required. Forgent Power reserves the right to modify, interpret, or apply this job description as needed.

Equal Employment Opportunity Statement

Forgent Power is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class.

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