The company is looking to improve customer satisfaction by ensuring a high level of quality through effective root cause analysis, corrective actions, and continuous improvement initiatives. This role will act as the frontline contact for customer quality concerns and oversee the implementation of standard RMA and RCCA processes.
Requirements
- Ability to interpret and understand regulatory requirements and customer 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.
- Working knowledge of QMS (ISO 9001 or equivalent), FMEA, and CAPA.
- Experience with inline inspection systems and methodologies.
- Quality Engineer Certification.
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.
- Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).
- Monitor and drive improvements in customer complaint resolution time, RMA cycle time, and customer satisfaction.
- 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
- Demonstrated ability to lead cross-functional initiatives with a balance of technical expertise and leadership capability.
- Excellent communication skills, with the ability to present technical information clearly to both internal and external stakeholders.
- Proven ability to lead quality investigations and communicate technical findings clearly to customers and internal stakeholders.
- Proficient in PowerPoint.
- Effective time management and multitasking in a fast-paced environment.
- Excellent communication, conflict resolution, and leadership skills.
- Ability to collaborate across functions (Engineering, Sales, Operations, IT).
- Willingness and ability to travel based on customer need; up to but not limited to 30%.
- 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.
- Strong public relations and customer-facing experience, particularly in managing quality concerns and building client trust.
- Green Belt (or higher) Certification.
- Certified Lead Auditor experience required.
