Senior Director, Customer Care

The Senior Director, Customer Care provides enterprise leadership and strategic direction for Forgent’s Customer Care organization across the Transformer and Solutions business units. The role leads the product-line customer care leaders and their teams and owns the enterprise operating model, staffing, performance, customer experience, warranty case administration and data, technical support, and case management. Customer Care is accountable for consistent intake, case ownership, technical support, customer communication, data quality, reporting, and cross-functional coordination; partner functions act as Level 2 for specialized investigation and execution under agreed handoff commitments. Customer Care owns the warranty workflow, data, and visibility and determines warranty entitlement; the plant and designated functional owners retain root cause & corrective action and approval of warranty spend. The approved charter covers warranty and post-warranty support for Transformers and Solutions, including field identification, documentation, and resolution of post-shipment quality defects. It excludes plant root cause and corrective action, execution of standard field service, spare parts receiving, shipping, and inventory, general sales inquiries, and order-status support.