Customer Experience & Field Quality Manager

Voltage-LL; Timberlake (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Voltage is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution and field quality investigations. You will coordinate root cause analyses with Engineering and Manufacturing and drive corrective actions to improve product reliability and customer satisfaction.

You will manage CAPA processes, analyze warranty and service data, and lead cross-functional teams across office, manufacturing, and customer sites. Travel up to 25% may be required.

Qualifications

• Bachelor's degree or related field required.
• 7+ years quality experience in manufacturing.
• 3+ years leadership in customer/field quality teams.
• Experience leading customer complaint investigations and corrective actions.
• Experience with CAPA, 8D, Root Cause Analysis.

Responsibilities

• Lead customer complaints, quality claims and escalations from investigation to closure.
• Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
• Drive CAPA using 8D, 5 Whys, Fishbone, FTA; establish containment and verify effectiveness.
• Analyze warranty, field failure, service and customer satisfaction data to identify trends.
• Lead customer quality meetings, audits, and site visits; develop Field Quality Engineers/Technicians.

Skills

Leadership

Customer-facing comms

Problem solving

8D / CAPA methods

Education

Bachelor's degree in Engineering/Quality/Manufacturing/Industrial Engineering/Business Management

Tools

Microsoft Office

Power BI

Quality reporting systems

Job description

Voltage 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 ResponsibilitiesLead 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.QualificationsBachelor’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.