Customer Experience & Field Quality Manager

Voltage Energy Group; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Voltage Energy Group seeks a seasoned Customer Experience & Field Quality Manager to lead customer complaint investigations, field quality activities, and CAPA programs. You will partner with Engineering, Manufacturing, and Supply Chain to resolve quality concerns and improve product reliability while enhancing the customer experience.

You will manage Field Quality Engineers and Technicians, drive containment and corrective actions, and communicate updates to customers.

Qualifications

• Bachelor’s degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or a related field preferred.
• 7+ years of quality experience within a manufacturing environment.
• 3+ years of leadership experience managing customer quality or field quality teams.
• Experience leading customer complaint investigations, field failure analysis, and corrective actions.
• Strong knowledge of Customer Claims Management, Warranty Analysis, CAPA, 8D, and Root Cause Analysis.
• Experience managing Field Quality Engineers and/or Field Quality Technicians.
• Strong customer-facing communication, presentation, leadership, and problem-solving skills.

Responsibilities

• Lead and manage customer complaints, quality claims, and escalations from investigation through closure.
• Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
• Drive corrective and preventive actions using 8D, 5 Whys, Fishbone Analysis, Fault Tree Analysis, and CAPA.
• Establish containment actions and verify the effectiveness of corrective actions.
• Analyze warranty, field failure, service, and customer satisfaction data to identify trends and opportunities.
• Serve as the primary quality contact for customers, providing investigation updates, corrective action plans, and closure documentation.
• Lead customer quality meetings and support customer audits and site visits.
• Lead, coach, and develop Field Quality Engineers and Field Quality Technicians.
• Drive improvements in customer satisfaction, product reliability, warranty costs, defect prevention, and response times.
• Partner cross-functionally to support new product launches, design reviews, and continuous improvement initiatives.

Skills

Leadership

Customer communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or related field

Tools

Microsoft Office

Power BI

Quality reporting systems

Job description

## Customer Experience & Field Quality ManagerApply: Headquarters - Timberlake, NC: Full time: Posted 2 Days Ago: JR100065Voltage is seeking an experienced **Customer Experience & Field Quality Manager** to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives.Reporting to the Quality Director, this role serves as the primary quality contact for customers and partners closely with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve quality concerns, improve product reliability, and enhance the overall customer experience.Key Responsibilities* Lead and manage **customer complaints, quality claims, and escalations** from investigation through closure.* Lead **field failure investigations** and coordinate root cause analysis with Engineering and Manufacturing.* Drive corrective and preventive actions using **8D, 5 Whys, Fishbone Analysis, Fault Tree Analysis, and CAPA**.* Establish containment actions and verify the effectiveness of corrective actions.* Analyze **warranty, field failure, service, and customer satisfaction data** to identify trends and opportunities.* Serve as the primary quality contact for customers, providing investigation updates, corrective action plans, and closure documentation.* Lead customer quality meetings and support customer audits and site visits.* Lead, coach, and develop **Field Quality Engineers and Field Quality Technicians**.* Drive improvements in **customer satisfaction, product reliability, warranty costs, defect prevention, and response times**.* Partner cross-functionally to support new product launches, design reviews, and continuous improvement initiatives.Qualifications* Bachelor’s degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or a related field preferred.* **7+ years of quality experience** within a manufacturing environment.* **3+ years of leadership experience** managing customer quality or field quality teams.* Experience leading **customer complaint investigations, field failure analysis, and corrective actions**.* Strong knowledge of **Customer Claims Management, Warranty Analysis, CAPA, 8D, and Root Cause Analysis**.* Experience managing Field Quality Engineers and/or Field Quality Technicians.* Strong customer-facing communication, presentation, leadership, and problem-solving skills.* Experience supporting **OEM customers** preferred.* Experience in **automotive, wire harness, cable assembly, electronics, solar, or industrial manufacturing** preferred.* Microsoft Office, Power BI, and quality reporting systems experience preferred.Work EnvironmentThis position works across office, manufacturing, customer-site, and field environments. **Travel up to 25%** may be required. Must be able to occasionally lift up to 20 pounds and wear required PPE while on the production floor.Work AuthorizationApplicants must be authorized to work for any employer in the U.S. Voltage does not provide employment visa sponsorship.Equal Employment OpportunityVoltage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.### About UsVoltage is a fast-growing company in the renewable energy industry, specializing in innovative electrical balance of system (EBOS) solutions for utility-scale solar projects. For more than a decade, we have supported the development of clean energy infrastructure by delivering high-quality products, engineering expertise, and reliable manufacturing capabilities. Our team works closely with customers to design and produce efficient, scalable solutions that help accelerate the transition to renewable energy. With expanding operations and a commitment to innovation, safety, and operational excellence, Voltage continues to play an important role in powering the future of clean energy. At Voltage, we believe our people are our greatest asset. We foster a collaborative environment where employees are empowered to contribute ideas, grow professionally, and make a meaningful impact in the global energy transition.