Customer Quality Manager

WAGO ELECTRONIC PTE LTD; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

WAGO Electronic PTE LTD in Singapore is seeking a Customer Quality Manager to act as the primary quality interface for electronic products, overseeing customer feedback, coordinating corrective actions, and ensuring timely resolution across regions.

You will route inquiries, assign owners, track closure, and report metrics while partnering with Product Management, R&D, Manufacturing, and Sales to align customer needs with roadmaps and processes.

Qualifications

• Bachelor's degree in Electronics/Electrical Engineering or related technical field.
• 5+ years of experience in Quality Assurance/Customer Quality, preferably electronics/EMS.
• Proven experience managing customer relationships and handling complaints/RMAs in a B2B setting.
• Experience coordinating cross-functionally with Product Management, Engineering, and Sales.
• Excellent written and verbal communication skills and ability to coordinate across time zones.

Responsibilities

• Serve as the global point of contact for all customer-reported quality issues.
• Log, prioritize, triage and respond to quality concerns within defined SLAs.
• Coordinate with Product Managers, R&D, Manufacturing and Sales to align quality requirements with roadmaps and capabilities.
• Track regional quality metrics and prepare periodic quality performance reports.
• Drive Continuous Improvement initiatives to reduce complaints and improve first-pass yield.

Skills

Quality Assurance

Customer relationships

Cross-functional coordination

Communication

Project coordination

Education

Bachelor's degree in Electronics or Electrical Engineering

Master's degree (plus)

Job description

WAGO Group is an international, standard-setting supplier ofelectrical interconnection, automation, and electronic interface products andsolutions. This family-run company is the world market leader in springpressure connection technology. Whether in industrial, railway, or energytechnologies, in the marine and offshore sectors, or building and lightingmanagement, WAGO products and solutions provide safety and efficiency.

WAGO has been represented in Singapore with a wholly ownedsubsidiary for over 25 years and has a well-established local infrastructure.

WAGO established an R&D Competence Center in Singaporein 2023 to better meet the increasing global market demand. The new R&DCompetence Center operates within the already existing infrastructure inSingapore.

The new R&D Competence Center in Singapore focuses onthe business areas of sensor technology and power electronics, which serve theindustry, energy, building, and green mobility sectors.

We are looking for someone who enjoys and has experience inElectronic Automation.

Scopes and Responsibilities

The Customer Quality Manager (CQM) serves as the primaryquality interface between the company and its customers within an assignedregion, focused on electronic products. This role is responsible for managingcustomer quality feedback, coordinating corrective actions, and acting as thecentral communication hub between customers, product management, engineering,and regional stakeholders to ensure timely resolution of quality issues andalignment on project requirements.

1. 1. Customer Interface & Feedback Management Serve as the global point of contact for all customer-reported quality issues, complaints, and feedback related to electronic products. Interface with Group quality department and, if necessary, the customer directly as the single point of contact. Receive, log, prioritize, and triage incoming customer quality concerns (field failures, returns, audits, complaints, RMAs) in the quality management system (QMS). Acknowledge and respond to customer inquiries within defined SLA timeframes. Responsible for end-to-end customer related quality issues within the division globally. Ensure every issues identified with the customer is properly and timely handled and closed.
2. 2. Communication & Coordination Act as thecentral routing point for quality-related correspondence - directing central quality department/customer emails, requests, and technical queries to the correct internal owner (Product Manager, R&D, Manufacturing, Supply Chain, etc.). Ensure every inbound request is assigned an owner, tracked to closure, and communicated back to the customer with status updates. Maintain a clear audit trail of correspondence, decisions, and action items for each customer issue or project. Prevent communication gaps by following up proactively with internal teams and escalating stalled items.
3. 3. Cross-Functional Project Coordination Coordinate with Product Managers on new product introductions (NPI), engineering changes, and product quality requirements specific to customer needs. Liaise with global sales, application engineers, and business stakeholders to align customer quality requirements with internal product roadmaps and manufacturing capabilities. Represent the voice of the customer in internal product review meetings, providing quality data and customer insights. Track project timelines related to quality improvements, ensuring commitments made to customers are met.
4. 4. Quality Data & Reporting Track and report regional customer quality metrics: complaint rates, DPPM (defective parts per million), RMA trends, on‑time response/closure rates, customer satisfaction scores. Prepare periodic quality performance reports for management and customers. Identify recurring issues or trends and elevate systemic risks to relevant stakeholders.
5. 5. Continuous Improvement Drive initiatives to reduce customer complaints and improve first-pass yield/field reliability of electronic products. Provide feedback to Product Management and R&D on design or process improvements based on field/customer data. Support the deployment of quality tools and best practices across the regional customer base.

Qualifications & Competences

• Bachelor's degree in Electronics/Electrical Engineering, Industrial Engineering, or a related technical field. (Master's degree is a plus.)
• 5+ years of experience in Quality Assurance/Customer Quality, preferably in the electronics, EMS (Electronics Manufacturing Services), or consumer/industrial electronics industry.
• Proven experience managing customer relationships and handling customer complaints/RMAs in a B2B environment.
• Experience coordinating cross-functionally with Product Management, Engineering, and Sales teams.
• Excellent written and verbal communication skills - comfortable acting as a coordination hub across multiple departments and time zones.
• Strong organizational skills with the ability to manage multiple custo