Customer Quality Manager

Eaton Corporation; Hengelo; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working solutions

Internal promotion

Learning and development opportunities

Wellbeing and safety

Job summary

Eaton Corporation in Hengelo, Netherlands is seeking a Senior Customer Quality Manager to lead the regional quality team and drive customer satisfaction across the ESS business unit.

The role focuses on problem solving, quality systems development, auditing, and mentoring a team of Quality Engineers in a global context. Hybrid work options are available to support work-life balance.

Qualifications

• MSc in Engineering or related technical discipline.
• At least 10 years in Customer Quality, Quality Management, Electrical Products, or Product Engineering environments.
• Experience leading cross-functional teams within international matrix organizations.
• Fluent English, both written and spoken.
• Strong knowledge of 8D, Six Sigma, auditing, and continuous improvement.

Responsibilities

• Oversee customer quality management for the ESS business unit.
• Lead problem solving, root cause analysis and 8D processes.
• Mentor Quality Engineers and cross-functional teams.
• Coordinate customer and supplier audits.
• Drive continuous improvement and quality system development.
• Ensure the Voice of the Customer is captured and acted upon.

Skills

Quality management

8D problem solving

Six Sigma

Cross-functional leadership

Customer facing

Project management

Communication skills

Education

MSc in Engineering

Electrical/Electronic/Mechatronics background

Tools

Auditing

Six Sigma tools

Job description

Unlock Your Potential at Eaton: Where Diversity Drives Innovation. No matter where you come from, your aspirations matter to us. We believe in the power of different perspectives, experiences, and backgrounds to ignite innovation and drive success. We're in the business of empowering people, and that includes you. Your journey here is not just about a job; it's about a shared vision for a brighter, more sustainable future.

We are seeking a Customer Quality Manager to join our regional Quality team.

This role is based in Hengelo, the Netherlands, with hybrid working arrangements available.

Key Responsibilities

Customer Quality Management

• Manage the quality of the ESS business unit through the customer problem-solving process, from FWT through installation to serial life, for a business with a turnover of €400M, growing to €800M, with a team of Quality Engineers.

Quality team and business management

• Responsible for delivering the quality objectives across the ESS business unit: problem solving, problem prevention, and customer satisfaction.
• Monitor the quality levels achieved in projects after FWT.
• Lead, manage, and develop the team of Quality Engineers. Act as a role model.
• Provide coaching and mentoring on Problem Solving (8D), Quality Management (Six Sigma), Auditing, Continuous Improvement, etc., in collaboration with factory and R&D teams.

Business and process development

• Participate in the business growth of Eaton ESS by deploying quality capacity expansion.
• Develop key quality processes: problem solving, information flow, and quality systems.
• Capture lessons learned across the regional scope and leverage them to build a quality culture.
• Lead quality process assessments and development initiatives.
• Mentor project team participants on quality tools and methods to promote offer robustness and customer satisfaction.
• Participate in best-practice sharing within the quality team and across the organization.

Customer satisfaction

• Lead and participate in assigned customer-site and supplier audits.
• Maintain regular contact and relationships with the Sales and Technical Support teams in sales offices.
• Maintain direct contact with customers to understand their needs, applications, and expectations.
• Participate in customer visits when required.
• Contribute to achieving zero safety-related issues, maximizing customer satisfaction, and fulfilling project goals in terms of quality, cost, and lead time.
• Participate in FAT, FAI, FWT activities and customer audits when required.
• Contribute to the definition of customer quality requirements.
• Ensure the Voice of the Customer is captured and followed throughout the organization.

Problem solving, incident management and root cause analysis

• Resolve customer issues in a timely manner based on prioritization criteria (issue type, customer criticality, and commercial context).
• Use 8D, A3, and other problem-solving techniques.
• Lead problem resolution from the beginning by assuming ownership, driving the 8D process, leading cross-functional teams, communicating with customers, and implementing improvements in Eaton products and processes.
• Carry out and lead analyses, including internal laboratory analysis, customer-site analysis, and supplier analysis.
• Prepare reports to communicate root-cause findings and action plans to sales offices and customers.

Preventive and proactive quality

• Ensure problem prevention and sustained quality improvement by addressing identified root causes.
• Capture lessons learned following problem-solving activities and leverage them to strengthen the quality culture.

Contact points

Customers, Country Sales Offices, Product Management, R&D, Manufacturing Plants, Suppliers.

Key KPIs

Customer Satisfaction, Response Lead Time, Report Quality, Failure and Warranty Rates, CONC.

Qualifications

• M.Sc. degree in Engineering, Electrical Engineering, Electronics, Mechatronics, Industrial Engineering, or a related technical discipline.
• Minimum of 10 years of professional experience in Customer Quality, Quality Management, Electrical Products, or Product Engineering environments.
• Proven experience in customer quality management, customer complaint resolution, and root‑cause analysis processes.
• Strong knowledge of quality methodologies and tools, including 8D, A3, Six Sigma, auditing, and continuous improvement.
• Experience leading cross‑functional teams within complex, international matrix organizations.
• Strong customer‑facing experience, with the ability to manage escalations and build long‑term customer relationships.
• Excellent interpersonal, communication, and presentation skills.
• Ability to communicate effectively with customers, sales offices, senior management, and international stakeholders.
• Demonstrated leadership capabilities, with experience coaching, mentoring, and developing teams.
• Strong customer advocacy mindset, with a high sense of urgency in addressing critical customer issues and acting as a role model for customer‑centric ways of working.
• Fluent English, both written and spoken (must‑have).
• Experience in the electrical industry, energy sector, or industrial products environment is highly desirable.

What we offer

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• Flexible working solutions
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible
• We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.
• We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.