> Markdown version of [/jobs/ext/1408960-technical-support-warranty-management](https://www.wearedevelopers.com/jobs/ext/1408960-technical-support-warranty-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support & Warranty Management - **Company:** Forgent Power Solutions, Inc. - **Location:** United States - **Contract:** Permanent contract - **Skills:** Data Structures, Salesforce.Com, Software Systems, Systems Integration, Workflow Management Systems - **Published:** July 23, 2026 - **Apply:** https://jobs.military.com/career/287683/technical-support-warranty-management-minnesota-mn-hanover ## About the Role u2022 8-12+ years of progressive leadership in technical support, warranty operations, field service, or service operations within industrial or electrical equipment environments\n \u2022 Proven experience building or transforming centralized support organizations, processes, and workflows \n \n \nEducation \n \u2022 Bachelor's degree in Engineering, Business, or related field required; advanced degree preferred \n \n \nTechnical & Systems Expertise \n \u2022 Experience implementing CRM/service platforms (Salesforce strongly preferred) \n \u2022 Strong understanding of warranty processes, service operations, and issue resolution workflows \n \n \nLeadership & Business Capabilities \n \u2022 Strong organizational design and team-building experience \n \u2022 Financial acumen with ability to manage warranty budgets and cost controls \n \u2022 Ability to operate effectively across a matrixed organization \n ## 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. \n \n 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 \n \n \nKey Responsibilities \n \n \n * 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. \n * 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. \n * 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. \n * 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 \n * 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. \n * Warranty Strategy & Financial Governance: Own warranty policy design, authorization frameworks, and financial controls; manage warranty spend, reserves, and recovery strategies in partnership with Finance. \n * 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. \n * 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. \n ## Related Videos - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Phel, a native Lisp for PHP](https://www.wearedevelopers.com/videos/791-phel-a-native-lisp-for-php) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Building Systems that Last](https://www.wearedevelopers.com/videos/1389-building-systems-that-last) - [Distributed search under the hood](https://www.wearedevelopers.com/videos/256-distributed-search-under-the-hood) - [Introducing Green IT practices to a large Software Company](https://www.wearedevelopers.com/videos/792-introducing-green-it-practices-to-a-large-software-company) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in Germany: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/33-best-companies-to-work-for-in-germany-top-25-companies-in-2023) - [Software Engineer Career: Things You Should Know](https://www.wearedevelopers.com/magazine/143-software-engineer-career-things-you-should-know)