Product Reliability & Repairs Manager

Location This position will be based in our corporate headquarters in Allen, Texas (Dallas-Fort Worth area). ***This is not a remote position.

About the Position

The Product Reliability and Repairs Manager is responsible for improving product reliability and quality through failure analysis, root cause investigation, corrective actions, and continuous improvement initiatives. The role oversees repair and RMA operations, ensuring effective execution while leveraging repair, warranty, and quality data to drive product and process improvements. This position collaborates closely with Engineering, Production, Supply Chain, Quality, Technical Support, Field Application Engineering, and Customer Success (including Authorized Service Centers) to enhance product performance and customer satisfaction.

The successful candidate will be a hands-on technical leader with strong troubleshooting skills, repair-process knowledge, and experience managing frontline teams. They will ensure products can be diagnosed, repaired, tested, and returned to customers consistently, safely, cost-effectively, and in compliance with applicable quality and regulatory requirements.

Work Environment

This position primarily operates in a technical repair and warehouse/manufacturing environment and may involve exposure to electrical equipment, electronic components, tools, machinery, and other conditions typical of repair operations. Employees are expected to follow all established safety procedures and use required personal protective equipment.

Physical Requirements

• Ability to remain standing or walking for extended periods, as necessary.
• Ability to occasionally lift, carry, push, or pull equipment and materials, up to 80 pounds, consistent with the requirements of the position.
• Ability to use computers, hand tools, testing equipment, and other repair operations equipment.
• Ability to perform or support detailed hands-on work involving electronic and electrical assemblies.
• Ability to wear required personal protective equipment.
• Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position.

Responsibilities

• Lead product diagnostics and repair strategy throughout the product lifecycle, including repairability requirements, diagnostic capability, service readiness, turnaround objectives, and warranty-cost management.
• Gather and organize data for closed loop communications with Tech Support and Engineering to improve field diagnostics, troubleshooting and root cause prioritization.
• Manage repair operations, internal technicians, and support authorized service centers to ensure timely, high-quality, standardized repairs.
• Oversee repair workload, backlog, capacity, turnaround time, aging inventory, technical issues, product disposition, and customer escalations.
• Lead, coach, train, and develop repair personnel; ensure competency in products, diagnostics, repair methods, testing, quality requirements, and safety practices.
• Establish, document, and improve repair procedures, troubleshooting guides, diagnostic methods, test requirements, acceptance criteria, work instructions, and documentation standards.
• Manage repair inventory, parts forecasting and consumption, serial-number traceability, labor utilization, test results, and component obsolescence.
• Define and monitor repair-center performance, technician certifications, tooling capability, audit results, capacity, quality, and compliance.
• Drive continuous improvement in reliability, repair quality, productivity, turnaround time, customer satisfaction, and repair cost using Lean and structured problem-solving methodologies.
• Provide technical leadership for complex failures, recurring issues, and escalated repairs; serve as the primary escalation point for repair teams.
• Analyze product performance, warranty, repair, RMA, field-service, and failure data to identify trends, failure modes, repeat defects, high-risk components, and improvement opportunities.
• Lead initial failure analysis, and work with Engineering on root-cause investigations, and corrective and preventive actions (CAPA); verify effectiveness of implemented actions.
• Develop and maintain reliability reporting, including warranty, defect, Pareto, KPI, and provide input to the FMEA analyses.
• Partner with Engineering, Product Development, Manufacturing, Quality, Customer Support, and suppliers to improve product reliability, quality, serviceability, and overall customer outcomes.
• Define and track reliability and repair KPIs, including field failure rate, warranty performance, return rate, first-pass yield, repeat repairs, turnaround time, repair cost, productivity, backlog, and customer satisfaction.
• Support new product introductions and engineering changes by ensuring repairability, diagnostics, tooling, test coverage, training, service documentation, and spare-parts readiness.
• Ensure accuracy, completeness, and traceability of repair records, RMA data, technical investigations, test results, corrective actions, and disposition documentation.
• Ensure compliance with company policies, quality systems, regulatory requirements, safety standards, documentation controls, and audit requirements.
• Prepare and communicate reliability, warranty, quality, capacity, and repair performance reports with recommendations for improvement.

Knowledge, Skills & Abilities

• Ability to diagnose complex electrical, electronic, and product failures and determine appropriate next steps and corrective actions.
• RMA and repair workflow management.
• Ability to apply quality and operational data to identify trends, determine root causes, and drive improvements.
• Operational performance metrics including turnaround time, First Pass Yield, backlog, productivity, repeat failure rates, and return rates.
• Lean, 5S/6S, Six Sigma, and continuous improvement principles.
• Workplace electrical safety, PPE requirements, and applicable safety procedures.
• Understand electrical schematics, wiring diagrams, technical documentation, and test results.
• Communicate technical and operational information effectively to technicians, management, Engineering, Quality, Production, suppliers, and other stakeholders.
• Manage multiple priorities in a changing production environment.
• Identify resource, staffing, equipment, parts, or process constraints affecting repair performance.
• Maintain accurate documentation and ensure appropriate traceability of repair and quality information.

Qualifications

• Bachelor’s degree in engineering, quality, operations, industrial technology, or a related technical discipline; equivalent technical education and directly relevant experience may be considered.
• Experience in product reliability, quality engineering, product support, field service, repair operations, manufacturing engineering, or a related area.
• 2–4 years of management, supervisory, technical-lead, or cross-functional program-lead experience.
• Demonstrated experience diagnosing technical product failures and translating failure data into corrective action.
• Working knowledge of root-cause analysis, 8D, 5 Whys, fishbone analysis, CAPA, FMEA, and statistical/data-based problem solving.

• Strong data analysis skills and familiarity with repair, warranty, returns, quality, customer support, and/or ERP systems.

  Preferred Experience

• Experience working with Inverter and Battery products.
• Experience supervising or managing repair centers, contractors, or field-repair teams.
• Lean, Six Sigma, ASQ, PMP, CMRP, CQE, CRE, or similar certification.
• Experience with product reliability testing, environmental testing, failure analysis, repair-fixture validation, or new-product launch support.
• Experience with repair-process development, technical documentation, test methods, repair quality control, and technician or vendor management.

Benefits We offer a competitive salary and performance-based bonus program, medical, dental, vision, accidental, FSA, HSA, Paid Time Off (PTO), and 401(k). 

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