Customer Quality Manager (Warranty Management exp req)
Location: Troy, OH
Salary: $130,000 - $150,000
Benefits: Medical, Dental, Vision, 401k w/ 4.5% Match, PTO, 12 Holidays, 
Job Type: Full-Time
Typical Hours: M–F 8:00 am – 4:30 pm (flexible start times)
Start Date: ASAP
Travel: Up to 20% (mostly air-travel) 
Sponsorship is not available
Relocation Assistance Available

Customer Quality Manager (Warranty Management exp req) Description

Our client, a leader in commercial equipment manufacturing, is seeking a Customer Quality Manager to join their team in Troy, OH. In this pivotal role, you will blend engineering expertise, customer service focus, and project management acumen to ensure optimal product uptime, warranty costs reduction, and drive continuous improvement initiatives. You will lead a team of six professionals, oversee quality improvement projects, and implement comprehensive customer training programs. Your goal will be to reduce warranty claims and improve customer training on products. To succeed in this role, you must be experienced in customer quality initiatives, managing warranty claims, and developing technical training. The ideal candidate will have a strong background in reliability engineering and project/program management. This is an exciting opportunity to work within a globally connected team that blends the resources of a large company with the autonomy and culture of a smaller, agile operation.

Customer Quality Manager (Warranty Management exp req) Responsibilities

•    Lead engineers focused on product support, quality, and customer satisfaction initiatives
•    Manage escalated customer issues and coordinate solutions
•    Improve product reliability through proactive quality measures
•    Collaborate with sales and service to address field performance issues
•    Implement customer training programs with internal and 3rd party teams
•    Analyze data to track and improve warranty and uptime metrics
•    Manage warranty claims and develop warranty reduction plans
•    Partner with engineering and sourcing teams on process improvements
•    Support service documentation and training materials
•    Verify effectiveness of warranty corrective actions
•    Present findings and project outcomes to executive stakeholders

Customer Quality Manager (Warranty Management exp req) Qualifications

•    Bachelor’s degree required
•    5+ years of Customer Quality or Reliability Engineering experience required
•    4+ years of manufacturing Industry experience required
•    2+ years of team management or leadership experience required
•    Direct customer interaction and issue resolution experience required
•    Warranty claims management experience required