Service Quality Manager
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Job Description
Service Quality Manager establishing quality systems for Rise Power Systems’ critical power distribution equipment service department. Auditing field work, validating service providers, and supporting customer-site escalations.
Responsibilities:
- Establish and manage the service quality system
- Create and maintain standard work procedures, Methods of Procedure (MOPs), commissioning and PM checklists, and field data sheet templates for critical power products
- Set acceptance criteria for field work, including torque and thermal limits, as-found/as-left records, and photo and signature evidence
- Manage safety compliance for the service team, including NFPA 70E, OSHA, site access and badging, LOTO and energized-work permits
- Maintain current training and certification records
- Verify partner technicians before site access through credential, training, insurance and background-check review
- Run the training pipeline to develop and align new hires for servicing Rise Power Systems hardware
- Conduct quality walk-downs and audits during commissioning and PM visits
- Provide hands-on support for PMs, troubleshooting and emergency calls when volume or complexity requires
- Conduct customer site visits for escalations and service reviews
- Serve as the escalation point in the emergency service rotation
Requirements:
- 7+ years in critical power, electrical field service or mission-critical facilities
- At least 3 years in a quality, program or vendor-management role
- Hands-on knowledge of low- and medium-voltage power distribution, including PDUs, RPPs, STSs, UL 891 switchgear or UPS
- Experience working with modular platforms and performing field retrofits and upgrades
- Experience managing subcontractors or staffing partners
- Working knowledge of NFPA 70E, OSHA and data center site practices, including MOPs, LOTO, energized-work permits and change control
- Experience building procedures, checklists and corrective-action processes from scratch
- Clear written communication
- Valid driver's license
- Ability to pass background checks and travel
- Preferred: Bachelor's degree in electrical engineering or a related field
- Preferred: NETA ETT Level II or higher, or OEM factory training on PDUs, STSs or UPSs
- Preferred: Quality credentials such as ASQ CQA or CQE, Six Sigma Green Belt, or experience with ISO 9001 standards
- Preferred: Experience at an OEM or independent service organization that runs a multi-region partner network
- Preferred: Comfort with field service software, CMMS tools and Excel/Power BI reporting
- Ability to wear arc-flash PPE, stand for extended periods, perform ladder work and lift up to 50 lbs
- Ability to work some nights or weekends during customer maintenance windows
Benefits:
- Full-time, salaried (exempt) employment
- Remote work arrangement
- Occasional field work and customer site visits
- Travel to customer sites and partner locations
- Emergency service rotation with some nights or weekends for customer maintenance windows
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