Customer Quality Liaison — Remote Options

Neptune Technology Group; Tallassee (AL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Neptune Technology Group in Alabama is seeking a Customer Quality Manager to lead customer-facing quality activities. You will serve as the primary contact for customers and Sales on RMA evaluation, warranty terms, and responses to quality concerns, coordinating with RMA, Engineering, Analytics, and Marketing.

The role emphasizes cross-functional collaboration, precise communication, and data-driven decision making.

Qualifications

• Bachelor's degree in Engineering, Business, or a related technical field.
• 3+ years' experience in customer quality, quality engineering, complaint management, or a customer-facing technical role within a manufacturing environment.
• Demonstrated experience managing customer communications on technical quality issues.
• Strong written and verbal communication skills, with the ability to translate complex technical findings into clear, nontechnical, customer-ready language.

Responsibilities

• Serve as the direct point of contact for customers and Sales on RMA evaluation requests—intake, initial triage, evidence collection, and status communication.
• Own intake and first-pass evaluation of upfront replacement/credit requests, applying consistent criteria and escalations as needed.
• Maintain the master reference of active warranty terms by product line, customer, and contract, including renewals and discrepancies.
• Own the quality and warranty content sections of RFP responses, coordinating with Engineering and Analytics on supporting data.
• Serve as the direct point of contact with the customer for escalations; triage, involve Engineering/Analytics, and maintain an escalation log.
• Proactively raise active quality issues to Sales and Marketing and work with Marketing on approved wording for customer communications.
• Own initiation and project management of 8D responses for systemic issues, ensuring technical review before delivery.
• Monitor RMA and upfront request trends by customer and product; track approval-rate and dollar-exposure trends.

Skills

Customer communication

Cross-functional collaboration

Quality decision making

Data-driven analysis

Education

Bachelor's degree in Engineering, Business, or related field

Tools

Jira

Windchill

QMS tooling

Job description

Neptune Technology Group in Alabama is seeking a Customer Quality Manager to lead customer-facing quality activities. You will serve as the primary contact for customers and Sales on RMA evaluation, warranty terms, and responses to quality concerns, coordinating with RMA, Engineering, Analytics, and Marketing.

The role emphasizes cross-functional collaboration, precise communication, and data-driven decision making.