Job Description

About This Role

The Repair and Quality Center Manager leads the North American Repair and Quality Center within the Expert Services organization.

The role owns the return lifecycle from receipt through technical evaluation and final disposition, including repair, refurbishment, root cause analysis, return material authorization coordination, and controlled scrap. The manager ensures accurate documentation, traceability, and reporting of return status, test results, technical findings, disposition decisions, and corrective-action progress.

The manager develops the center as the primary North American resolution point for returned equipment and repairable components.

The role converts return, repair, and parts-usage data into actionable analysis; identifies recurring or epidemic failure patterns; and coordinates evidence-based escalation with business-line quality leaders, engineering, vendors, overseas factories, and service leadership. This includes reviewing and driving vendor and factory RCA and 8D responses through corrective-action closure. Business-line quality leaders retain product-quality governance; this role provides the return intelligence and case management needed for timely decisions.

Safety and Operational Philosophy

The center handles electrical and electronic assemblies that may contain stored energy, damaged components, unknown failure conditions, or incomplete field information. The manager is accountable for appropriate lockout and tagout, electrical safe-work practices, electrostatic-discharge controls, test-bench safeguards, material handling, and approved repair procedures.

Production pressure, customer urgency, turnaround commitments, or cost considerations do not justify bypassing safety controls, unsupported repair decisions, or untraceable disposition. The manager must protect people and evidence, maintain configuration and material traceability, and stop, quarantine, or escalate work that exceeds approved capability or authorization.

Key Responsibilities And Accountabilities

• Leads the safe, compliant, and effective operation of the North American Repair and Quality Center, including personnel, workload, work areas, test equipment, repair processes, material controls, and daily operating priorities.
• Owns the complete lifecycle of customer and technician returns from receipt through technical evaluation and documented disposition, including return for repair, refurbishment, root cause analysis, supplier or factory review, return to stock, or controlled scrap.
• Develops repair capability for approved repairable components by establishing test methods, acceptance criteria, work instructions, spare-parts support, technician authorization, and quality controls that produce safe and repeatable repairs.
• Builds the center to resolve at least 80 percent of eligible return cases within North America before factory or engineering escalation, while maintaining defined escalation criteria and complete technical evidence for cases requiring higher-level support.
• Manages customer and field-service return material authorizations across business lines, ensuring clear case ownership, accurate status communication, timely disposition, and coordination of operational priorities with Service, Logistics, Sales, and business-line stakeholders.
• Analyzes parts usage, failure modes, repair findings, no-fault-found returns, repeat failures, and return trends to identify emerging or epidemic issues and provide business-line quality leaders with actionable evidence and recommended containment or corrective actions.
• Leads or coordinates structured root cause analysis for returned products and components, determines when factory or engineering involvement is required, and ensures escalation packages include failure history, test results, configuration data, photographs, parts information, and other relevant evidence.
• Recruits, develops, and leads repair and return personnel while establishing performance measures, capacity plans, documentation standards, cross-training, and continuous-improvement priorities that allow the center to scale with the North American installed base.

Essential Qualifications, Experience, And Skills

• Bachelor of Science in Electrical Engineering required.
• Typically 7 or more years of progressive experience in quality engineering, electrical or power-electronics engineering, product support, repair operations, reliability, manufacturing quality, or mission-critical technical service.
• Demonstrated quality-engineering experience with returned-product analysis, nonconformance management, corrective action, root cause analysis, failure trending, or RMA processes required.
• Demonstrated experience leading technical personnel, repair operations, quality activities, or cross-functional technical programs required; direct people-management experience strongly preferred.
• Experience with mission-critical power systems, power electronics, UPS systems, static transfer switches, battery systems, energy storage, power distribution, or related electrical equipment strongly preferred.
• Experience developing repair methods, test processes, acceptance criteria, work instructions, material controls, or technical service capability preferred.
• Professional quality certification, such as ASQ Certified Quality Engineer, Six Sigma, or equivalent structured quality training, preferred.
• Experience working across Service, Quality, Engineering, Manufacturing, Supply Chain, and customer-facing organizations strongly preferred.
• Skills requirements
• Strong safety judgment in electrical and electronic repair environments, including stored-energy, damaged-equipment, test-bench, electrostatic-discharge, and material-handling risks.
• Ability to lead a technical operating center with clear priorities, workload control, personnel accountability, and disciplined follow-through while developing technicians through coaching, qualification, and cross-training.
• Advanced ability to analyze electrical and electronic failures using schematics, digital multimeters, oscilloscopes, data analyzers, service history, component evidence, and operating conditions.
• Practical command of structured quality and root cause methods, including 8D, 5 Why, fault-tree analysis, Pareto analysis, and failure mode and effects analysis.
• Ability to distinguish isolated failures from recurring or epidemic conditions and convert return data, parts usage, and repair findings into clear recommendations.
• Sound disposition judgment across repair, refurbishment, return to stock, factory escalation, engineering review, and controlled scrap.
• Strong understanding of RMA controls, material and configuration traceability, evidence preservation, nonconformance documentation, corrective-action follow-up, and controlled records.
• Ability to develop test methods, repair instructions, acceptance criteria, technician authorization, and repair-quality controls within approved technical boundaries.
• Strong data-analysis capability using ERP, quality, service, spreadsheet, and business-intelligence tools to track failure patterns, turnaround, repair yield, and cost.
• Clear technical communication and timely decision-making under pressure while preserving safety, evidence quality, procedural compliance, and escalation integrity.

Repair and Quality Center Manager Expectations

• This is an onsite leadership role based at the Suwanee, Georgia manufacturing plant. The position operates within Expert Services and works closely with plant functions while supporting North American customers and all business lines.
• Work is performed in office, warehouse, manufacturing, electrical test, and component-repair environments. Required personal protective equipment and electrostatic-discharge controls must be used as applicable.
• The role may provide technical or operational support outside normal business hours when significant customer, safety, quality, or return events require leadership attention.
• Travel within North America and occasional international travel may be required for factory coordination, supplier or customer review, training, audits, or capability development; expected travel is generally up to 20 percent.
• A valid driver license and the ability to obtain and maintain a valid passport are required.
• Successful completion of applicable pre-employment screening, background checks, and site-access requirements is required.

Physical Demands

• Mobility: Ability to move throughout office, warehouse, manufacturing, repair, and test environments; work may involve standing, walking, climbing, bending, or kneeling for extended periods.
• Stationary Work: Ability to remain seated or standing for prolonged periods while reviewing data, conducting technical evaluations, observing tests, or completing documentation.
• Manual Dexterity: Ability to use computers, test equipment, hand tools, and small components when supporting inspection, evaluation, or repair activities.
• Lifting and Carrying: Ability to lift, carry, or move items weighing up to 50 pounds on an occasional basis.
• Visual and Auditory Requirements: Ability to inspect components, read technical documents and computer screens, observe test activity, and communicate effectively in office and plant environments.
• Travel: Ability to travel by vehicle and commercial transportation and to work at factories, supplier locations, customer sites, or other company facilities as required.

Compensation range: $95,000 - $105,000

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