Service Quality Manager

Description

Service Quality Manager

Reports to: VP of Service Location: Remote Type: Full-time, salaried (exempt).

About the role

Rise Power Systems designs, builds, commissions and services critical power distribution equipment (PDUs, RPPs and static transfer switches) for critical power applications. This role will be supporting a newly established Service department to commission, inspect, and repair RPS and third-party equipment.

The Service Quality Manager is responsible for establishing quality processes and tracking service performance. You will manage the department's quality system and validate both internal and 3rd party service providers. You will spend most of your time in an administrative setting, with occasional field work to support excess service volume and provide on-site vetting of service providers.

What you'll do

• Own the service quality system: standard work procedures, Methods of Procedure (MOPs), commissioning and PM checklists, and field data sheet templates for critical power products.
• Set the acceptance criteria for field work: torque and thermal limits, as-found/as-left records, and photo and signature evidence.
• Own safety compliance for the service team: NFPA 70E, OSHA, site access and badging, LOTO and energized-work permits. Keep training and certification records current.
• Verify partner technicians before site access: credentials, training, insurance and background checks.
• Run the training pipeline to develop and align new hires for servicing RPS hardware.
• Quality walk-downs and audits during commissioning and PM visits.
• Hands-on support for PMs, troubleshooting and emergency calls when volume or complexity requires it.
• Customer site visits for escalations and service reviews.

What you bring

Required

• 7+ years in critical power, electrical field service or mission-critical facilities. At least 3 of those years in a quality, program or vendor-management role.
• Hands-on knowledge of low- and medium-voltage power distribution: 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: 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, and the ability to pass background checks and travel.

Preferred

• Bachelor's degree in electrical engineering or a related field.
• NETA ETT Level II or higher, or OEM factory training on PDUs, STSs or UPSs.
• Quality credentials such as ASQ CQA or CQE, Six Sigma Green Belt, or experience with ISO 9001 standards.
• Experience at an OEM or independent service organization that runs a multi-region partner network.
• Comfort with field service software, CMMS tools and Excel/Power BI reporting.

Working conditions

• Travel: 30–50% to customer sites and partner locations 
• Field environment: Requires arc-flash PPE, extended standing, ladder work and lifting up to 50 lbs.
• After hours: you are the escalation point in the emergency service rotation, and some nights or weekends are needed for customer maintenance windows.

Rise Power Systems is an equal opportunity employer.