Project Manager- Warranty & Field Operations

Description

Position Summary: 

The Project Manager – Warranty & Field Operations position is a cross-functional leadership role within the Forgent Customer Care organization. This position carries end-to-end ownership of warranty case management, field operations coordination, and strategic service partner relationships. The role blends the day-to-day case administration and customer communication responsibilities of the Customer Care function with broader project management duties — including master service agreement governance, field-to-production feedback loop closure, and training program development. This individual must be equally effective as a customer-facing representative and an internal driver of operational excellence across engineering, manufacturing, quality, and service teams.

Key Responsibilities:

Case & Warranty Management

• Create, track, and manage warranty and service cases from initial intake through final resolution, ensuring timely and accurate disposition
• Serve as the primary administrator for customer service cases, RMAs, and warranty claims, maintaining thorough supporting documentation
• Drive case resolution by coordinating cross-functionally with Field Service Engineers, engineering, operations, and quality teams
• Support internal reporting on service KPIs, response times, case aging, and resolution metrics

Field Operations & Service Partner Management

• Develop, maintain, and manage master service agreements (MSAs) between Forgent and third-party service partners, ensuring contractual alignment with organizational standards and service-level expectations
• Coordinate field service scheduling, travel logistics, and site access requirements in collaboration with service partners and internal teams
• Organize, track, and drive to resolution field issues, ensuring root cause identification and corrective action implementation
• Liaise with engineering, manufacturing, quality, and operations stakeholders to close the feedback loop from field observations to production improvements

Customer Care Growth & Training

• Assist in the strategic expansion of Forgent Customer Care capabilities, including process development, tool implementation, and resource planning
• Support the development of internal and external training programs and product familiarization initiatives focused on transformer technology, application, and field service best practices
• Ensure all customer communications are timely, professional, and thoroughly documented Continuous Improvement
• Drive continuous improvement of service workflows, warranty processes, and field operations procedures
• Identify trends in warranty claims and field issues to inform product quality and design improvements
• Contribute to the development of standardized processes and playbooks for the Customer Care organization

Qualifications:

• 5+ years of experience in project management, service operations, warranty administration, or technical customer care — preferably in an industrial or engineered-products environment
• Experience developing or managing service contracts, MSAs, or vendor agreements
• Proficiency with CRM/ticketing systems, document repositories, and reporting tools (Salesforce, Zendesk, or similar platforms)
• High attention to detail and documentation accuracy

Preferred

• Experience in electrical equipment, power systems, transformers, or medium-voltage apparatus
• Familiarity with transformer construction, testing, installation, or field service operations
• Background in warranty management or quality feedback processes in a manufacturing environment
• PMP certification or equivalent project management credential
• Experience developing training materials or leading product familiarization programs

  Core Competencies & Behaviors:

• Strong organizational, time-management, and prioritization skills
• Demonstrated ability to manage multiple concurrent cases, projects, and stakeholder relationships simultaneously
• Professional written and verbal communication skills with the ability to interface effectively with customers, service partners, and executive leadership
• High attention to detail and documentation accuracy

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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