The company is looking to solve customer-focused quality assurance efforts, ensuring a high level of customer satisfaction through timely and effective root cause analysis, corrective actions, and continuous improvement initiatives.
Requirements
- Strong root cause analysis and problem-solving abilities (8D, 5-Why, Fishbone).
- Proficient in statistical process control and analysis (SPC, Minitab, Excel).
- Strong understanding of statistical analysis and hypothesis testing.
- Proficient in PowerPoint.
- Working knowledge of QMS (ISO 9001 or equivalent), FMEA, and CAPA.
- Ability to collaborate across functions (Engineering, Sales, Operations, IT).
- Experience with inline inspection systems and methodologies.
Responsibilities
- Serve as the main site-level liaison for customer quality issues, including RMA investigations, root cause analysis, and communication with Sales and Engineering teams.
- Analyze warranty claims, audit findings and quality performance metrics to identify trends.
- Supervise and guide a team of quality technicians or engineers focused on finished product, out-of-the-box audits, customer requirements, and outgoing quality.
- Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).
- Lead internal cross-functional teams to resolve customer-reported issues, identify systemic root causes, and implement sustainable corrective actions.
- Initiate the revision process and engineer solutions using tools such as DFMEA, PFMEA, control plan, etc. to improve quality assurance
- Maintain and improve systems for outgoing inspection, product traceability, and data analysis (SPC, Pareto, etc.).
Other
- Bachelor's Degree in Engineering, Quality, or a related field, or equivalent experience.
- 2+ years in Quality Assurance, CX, CEX, Customer Quality or Customer Experience roles in a heavy-automation fast-paced manufacturing environment.
- 1+ years in a supervisory or leadership position.
- Willingness and ability to travel based on customer need; up to but not limited to 30%.
- Strong communication, conflict resolution, and leadership skills.
