Service Quality Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and oversee the service quality system.

• Design and sustain standard operating procedures, Methods of Procedure (MOPs), commissioning and preventative maintenance checklists, as well as templates for field data sheets related to critical power products.

• Establish acceptance criteria for field operations, covering torque and thermal limits, as-found/as-left documentation, and photographic and signature evidence.

• Ensure safety compliance for the service team, adhering to NFPA 70E, OSHA regulations, site access protocols, badging, Lockout/Tagout (LOTO), and energized-work permits.

• Keep training and certification records up to date.

• Authenticate partner technicians prior to site access through verification of credentials, training, insurance, and background checks.

• Manage the training pipeline to onboard and align new hires for servicing Rise Power Systems hardware.

• Execute quality walk-downs and audits during commissioning and preventative maintenance visits.

• Provide hands-on assistance for preventative maintenance, troubleshooting, and emergency calls when volume or complexity necessitates.

• Conduct customer site visits for escalations and service evaluations.

• Act as the escalation contact within the emergency service rotation.

⛳️ Requirements

• Over 7 years of experience in critical power, electrical field service, or mission-critical facilities.

• A minimum of 3 years in a quality, program, or vendor management position.

• Practical knowledge of low- and medium-voltage power distribution systems, including PDUs, RPPs, STSs, UL 891 switchgear, or UPS systems.

• Experience with modular platforms and executing field retrofits and upgrades.

• Proven experience managing subcontractors or staffing partners.

• Familiarity with NFPA 70E, OSHA guidelines, and data center site practices, including MOPs, LOTO, energized-work permits, and change control.

• Expertise in creating procedures, checklists, and corrective action processes from the ground up.

• Excellent written communication skills.

• A valid driver's license.

• Capability to pass background checks and travel as needed.

• Preferred: A Bachelor’s degree in electrical engineering or a related discipline.

• 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 familiarity with ISO 9001 standards.

• Preferred: Experience with an OEM or independent service organization that operates a multi-region partner network.

• Preferred: Proficiency with field service software, CMMS tools, and Excel/Power BI reporting.

• Ability to wear arc-flash personal protective equipment, stand for long periods, perform ladder work, and lift up to 50 lbs.

• Willingness to work some nights or weekends during customer maintenance windows.

🏝️ Benefits

• Full-time, salaried (exempt) position.

• Option for remote work.

• Occasional field work and customer site visits.

• Travel to customer sites and partner locations.

• Participation in emergency service rotation, which may include some nights or weekends for customer maintenance windows.