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 opportuniti…

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