Role OverviewThe Customer Quality Manager will serve as the direct point of contact for customers and Sales on RMA evaluation requests, intake, and first-pass evaluation of upfront replacement/credit requests, and maintain the master reference of active warranty terms.
What You Will Do
The role involves coordinating with RMA on volume, turnaround, and disposition, owning intake and first-pass evaluation of upfront replacement/credit requests, and maintaining an escalation log/dashboard for visibility.
Why It Might Be a Fit
The ideal candidate will have demonstrated experience managing customer communications on technical quality issues, strong written and verbal communication skills, and sound, defensible judgment in RMA and warranty disposition decisions.
Requirements
- Bachelor's degree in Engineering, Business, or a related technical field
- 3+ years' experience in customer quality, quality engineering, complaint management, or a customer-facing technical role within a manufacturing environment
- Demonstrated experience managing customer communications on technical quality issues
- Strong written and verbal communication skills
- Sound, defensible judgment in RMA and warranty disposition decisions
- Excellent cross-functional collaboration skills
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