Customer Quality Specialist

Overview

Partner with customers, sales, warranty, operations, engineering, and quality teams to ensure effective resolution of customer quality concerns throughout the product and service lifecycle. Lead customer complaint investigations, root cause analysis, corrective and preventive action activities, and customer communications to improve customer satisfaction, reduce repeat issues, and strengthen product and service quality. Serve as the primary quality interface for post-delivery customer quality concerns and customer escape investigations.

Key Responsibilities

Primary duties may include, but are not limited to:

• Serve as the primary quality contact for customer complaints, quality concerns, and post-delivery product or service issues.
• Partner closely with Warranty, Sales, Service, Engineering, Operations, and Supply Chain teams to investigate and resolve customer-reported issues.
• Lead containment, investigation, root cause analysis, corrective action, and preventive action activities for customer escapes and warranty-related events.
• Utilize structured problem-solving methodologies such as 8D, A3, 5 Whys, Fishbone Diagrams, and FMEA to identify root causes and drive sustainable corrective actions.
• Manage customer complaint and corrective action projects from initiation through verification of effectiveness and closure.
• Coordinate timely communication and response to customers regarding quality concerns, investigation status, corrective actions, and resolution plans.
• Monitor customer complaint, warranty, and quality performance metrics to identify trends, recurring issues, and opportunities for continuous improvement.
• Facilitate cross-functional review meetings to ensure alignment on customer issues, action plans, responsibilities, and timelines.
• Maintain accurate records of complaints, investigations, corrective actions, and customer communications in accordance with quality management system requirements.
• Support customer visits, audits, and technical reviews and represent the quality organization in customer-facing meetings when required.
• Analyze warranty, field performance, and customer feedback data to identify systemic issues and recommend improvements.
• Escalate significant customer quality risks and recurring issues to leadership and drive timely resolution.
• Prepare and present customer quality performance, complaint trends, and corrective action effectiveness to management and senior leadership.
• Support continuous improvement initiatives that improve customer satisfaction, reduce defects, and prevent recurrence of customer escapes.

Experience

• Bachelor's degree in Engineering, Quality, Manufacturing, Business, or related technical discipline.
• Minimum 5 years of experience in Quality Engineering, Customer Quality, Manufacturing, Warranty, or related field.
• Experience managing customer complaints, quality investigations, warranty claims, and corrective action processes.
• Demonstrated experience leading Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) activities.
• Experience working directly with customers and cross-functional teams to resolve complex issues.
• ASQ Certified Quality Engineer (CQE) preferred.
• Six Sigma Green Belt or Black Belt preferred.

Knowledge, Skills, and Abilities

• Strong customer focus with the ability to build credibility and maintain professional internal and external relationships.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Proficient in Root Cause Analysis tools including 8D, A3, 5 Whys, Fishbone Diagrams, and Fault Tree Analysis.
• Experience with corrective action management and verification of effectiveness.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Ability to facilitate and influence cross-functional teams without direct authority.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Proficient in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Familiarity with quality management systems, auditing principles, and continuous improvement methodologies.
• Ability to effectively communicate technical information to customers, leadership, and internal stakeholders.
• Comfortable interacting directly with customers, including participation in customer meetings, audits, and site visits.
• Travel < 25% domestically and internationally as required.