Customer Quality and Warranty Manager

Fluid Water Group; Gloucester; Remote; GBP 60,000 - 85,000; Full time

Job summary

Dutypoint Limited in Gloucester is seeking an experienced Customer Quality and Warranty Manager to lead the customer quality and warranty function, managing customer complaints, product failures and warranty claims while driving improvements in product quality, reliability and customer satisfaction.

You will collaborate with Engineering, Manufacturing, Service, Supply Chain and Product Management teams to enhance reliability and reduce warranty costs, while ensuring service levels and quality

Qualifications

• Proven experience in customer quality, warranty or quality assurance.
• Experience in manufacturing or engineering environment.
• Strong knowledge of warranty management and product lifecycle processes.
• Experience managing customer complaints and warranty claims.
• Strong CAPA and root cause analysis knowledge.
• Excellent data analysis, reporting and problem-solving skills.
• Strong communication and stakeholder management skills.
• Experience working cross-functionally with Engineering, Production and Customer Service teams.
• Experience with ERP/MRP systems.
• Knowledge of mechanical or electromechanical products is advantageous.
• Lean or Six Sigma methodologies are desirable.

Responsibilities

• Manage customer quality issues and warranty claims from receipt through to resolution.
• Lead root cause investigations using structured problem-solving methods.
• Develop and implement CAPA.
• Analyse warranty trends, customer complaints and field failures to identify recurring issues.
• Work with Engineering, Manufacturing, Service, Supply Chain and Product Management to improve product reliability.
• Identify opportunities to reduce warranty costs through investigation and corrective action.
• Ensure customer concerns are responded to within agreed service levels.
• Produce KPI reports covering customer complaints, warranty spend, failure rates, cost of quality and response times.
• Support supplier quality improvement activities where component failures are identified.
• Review returned products and coordinate technical failure analysis.
• Maintain quality documentation and ensure lessons learned are incorporated into design and manufacturing processes.
• Lead continuous improvement projects to reduce defects and improve customer experience.
• Coach and support customer service teams on technical quality matters.

Skills

Customer quality & warranty

Manufacturing environment

Warranty management

Customer complaints handling

CAPA & root cause analysis

Data analysis & reporting

Stakeholder management

Cross-functional collaboration

Mechanical/electromechanical knowledge

Lean or Six Sigma (desirable)

Tools

ERP/MRP systems

Job description

We are looking for an experienced Customer Quality and Warranty Manager to join Dutypoint Limited in Gloucester. This role will lead the customer quality and warranty function, managing customer complaints, product failures and warranty claims while driving improvements in product quality, reliability and customer satisfaction.

Responsibilities

• Manage customer quality issues and warranty claims from receipt through to resolution.
• Lead root cause investigations using structured problem-solving methods.
• Develop and implement Corrective and Preventive Actions (CAPA).
• Analyse warranty trends, customer complaints and field failures to identify recurring issues.
• Work closely with Engineering, Manufacturing, Service, Supply Chain and Product Management teams to improve product reliability.
• Identify opportunities to reduce warranty costs through effective investigation and corrective action.
• Ensure customer concerns are responded to within agreed service levels.
• Produce KPI reports covering customer complaints, warranty spend, failure rates, cost of poor quality and response and closure times.
• Support supplier quality improvement activities where component failures are identified.
• Review returned products and coordinate technical failure analysis.
• Maintain quality documentation and ensure lessons learned are incorporated into design and manufacturing processes.
• Lead continuous improvement projects to reduce defects and improve the customer experience.
• Coach and support customer service teams on technical quality matters.

Knowledge and skills

• Proven experience within customer quality, warranty or quality assurance.
• Experience within a manufacturing or engineering environment.
• Strong knowledge of warranty management and product lifecycle processes.
• Experience managing customer complaints and warranty claims.
• Strong understanding of CAPA and root cause analysis techniques.
• Excellent data analysis, reporting and problem-solving skills.
• Strong communication and stakeholder management skills.
• Experience working cross-functionally with Engineering, Production and Customer Service teams.
• Experience with ERP/MRP systems.
• Knowledge of mechanical or electromechanical products would be advantageous.
• Experience with Lean or Six Sigma methodologies would be desirable.