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Senior Customer Quality Manager
3 weeks ago
This senior role oversees the company's Customer Experience & Quality program, focusing on product safety, quality, customer satisfaction, and reduced return material authorizations (RMAs). The goal is to enhance reliability, minimize costs associated with poor quality, and improve overall customer experience.
Key Responsibilities- Develop and implement a comprehensive customer quality strategy and roadmap.
- Lead customer audits, inspections, and risk management initiatives.
- Standardize and optimize RMA and root cause analysis processes across sites.
- Analyze and act on customer feedback to drive satisfaction and retention.
- Collaborate with cross-functional teams to reduce defects and improve design, processes, and safety standards.
- Benchmark best practices and establish performance metrics.
- Design and implement dashboards and reporting systems for quality and customer metrics.
- Provide training, mentorship, and development opportunities for the quality team.
- Manage budgets related to external failures and costs of poor quality.
- Engage in regular travel to interact with customers, distributors, and end-users.
- Bachelor's degree in Engineering, Quality, or equivalent experience.
- At least 7 years of experience working in Quality or Customer-Facing organizations.
- A minimum of 5 years of experience in Quality Management or Project Management roles overseeing large-scale, cross-functional projects.
- Prior experience with field failures/complaints is mandatory.
- Certified Quality Engineer (CQE) certification is required.
- Certified Internal Auditor certification is also mandatory.
- Familiarity with utility customers and third-party audits is preferred.
