Customer Quality Manager

G.S. Precision, Inc.; Brattleboro (VT); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive health, dental, and vision coverage

401(k) matching retirement plan

Generous paid time off

Educational assistance program

Employee assistance program

Job summary

G.S. Precision, Inc. is seeking a Customer Quality Manager in Brattleboro, VT, to lead quality initiatives and enhance customer satisfaction. This role demands extensive experience in quality management within aerospace and a Bachelor's degree in a related field.

Responsibilities include developing quality metrics, ensuring compliance with regulations, and leading cross-functional teams. The salary ranges from US$90,000 to US$130,000, and the company offers comprehensive benefits.

Qualifications

• Minimum of 7–10 years quality management experience in aerospace or similar industries.
• Experience leading teams or cross-functional initiatives for at least 3–5 years.
• Strong knowledge of industry regulations like AS9100, ISO 9001, and more.

Responsibilities

• Lead customer quality initiatives across the organization.
• Ensure compliance with customer expectations and industry standards.
• Develop and implement quality metrics aligned with business goals.

Skills

Customer focus

Quality management

Interpersonal skills

Problem-solving

Leadership

Education

Bachelor's degree in Engineering or related field

Master's degree in a relevant area

Job description

Company Overview

G.S. Precision is a global leader in the manufacture of critical components for the Aerospace and Defense Industries. We are a team of 700 dedicated people in facilities totaling 230,000 square feet in four integrated locations. Leveraging over 60 years of experience and the latest technologies, we engineer processes that deliver consistent, competitive results with superior quality.

Benefits

Comprehensive health, dental and vision coverage. Company‑paid life and AD & D insurance. Company‑paid short‑term disability. 401(k) matching retirement plan. Employer‑funded health reimbursement account. Flexible spending account. Paid holidays. Generous paid time off. Dependent care spending account. Employee assistance program. Educational assistance program. Safety shoe allowance. Prescription safety glasses program. Bereavement leave. Shift differentials for 2nd and 3rd shifts.

Leadership Role Overview

The Customer Quality Manager serves as a strategic leader responsible for driving customer‑focused quality initiatives across the organization. The role ensures products, services, and business processes consistently meet or exceed customer expectations while maintaining compliance with applicable industry standards and regulatory requirements. Responsibilities include leading cross‑functional efforts, strengthening customer relationships, improving organizational performance, fostering a culture of quality excellence, and developing team capabilities that support long‑term business objectives.

Key Responsibilities

• Develop, establish, and communicate the organization’s customer‑quality vision, objectives, and performance metrics aligned with business goals.
• Lead the Customer Quality function and provide direction, coaching, and development to quality team members.
• Build a culture of accountability, customer focus, and continuous improvement throughout the organization.
• Serve as the primary escalation point for significant customer quality issues and drive timely resolution.
• Act as the primary quality representative for customers regarding product performance, quality concerns, audits, and corrective actions.
• Collaborate with commercial and program teams to enhance customer satisfaction, loyalty, and retention.
• Ensure products, services, and processes comply with applicable standards and regulatory requirements, including AS9100, Nadcap, and customer‑specific requirements.
• Establish, maintain, and continuously improve policies, procedures, and documentation supporting the Quality Management System.
• Lead customer audits, regulatory inspections, and certification activities while ensuring effective closure of findings.
• Partner with Product Development, Engineering, Manufacturing, Sales, Program Management, Supply Chain, and subcontractors to develop and implement robust workflows and quality controls.
• Facilitate cross‑functional problem‑solving initiatives to address systemic quality issues and prevent recurrence.
• Lead quality planning activities during new product introduction and process changes.
• Monitor supplier performance and compliance to ensure quality requirements are achieved throughout the supply chain.
• Collaborate with suppliers and procurement teams to implement corrective actions and supplier development initiatives.
• Implement and maintain systems to collect, analyze, and trend customer feedback, complaints, returns, and performance data.
• Identify recurring issues and lead root‑cause investigations using structured problem‑solving methodologies.
• Champion corrective and preventive action processes and verify effectiveness of implemented solutions.
• Utilize customer quality metrics to prioritize improvement initiatives and measure results.
• Recruit, mentor, coach, and develop quality personnel to build a high‑performing team.
• Conduct performance evaluations, establish development plans, and support succession planning initiatives.
• Train employees on customer requirements, complaint handling, quality standards, and quality management tools.
• Promote employee engagement and encourage participation in continuous improvement activities.
• Develop departmental objectives, budgets, staffing plans, and resource allocation strategies.
• Monitor key performance indicators and provide regular reporting to executive leadership.
• Present customer quality trends, risks, and improvement opportunities to senior management.
• Support organizational growth initiatives through strategic quality planning and risk management.

Requirements

Education

• Bachelor’s degree in Engineering, Technical, Science, Business, Operations Management, or a related discipline required.
• Master’s degree in Engineering, Business Administration, Quality Management, or a related field preferred.

Certifications preferred

• ASQ Certified Quality Engineer (CQE)
• ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE)
• ASQ Certified Quality Auditor (CQA)
• ISO 9001 Lead Auditor
• AS9100 Lead Auditor
• Project Management Professional (PMP)
• IATF 16949 Auditor
• Nadcap Auditor credentials or equivalent industry certifications

Experience

• Minimum of 7–10 years of progressive quality management experience in aerospace, manufacturing, or other highly regulated industries.
• Minimum of 3–5 years of leadership experience managing teams, supervisors, or cross‑functional initiatives.
• Demonstrated experience interfacing directly with customers regarding quality performance, audits, corrective actions, and issue resolution.
• Strong working knowledge of AS9100, Nadcap, ISO 9001, PPAP, APQP, FMEA, SPC, CAPA, and root‑cause analysis methodologies.
• Experience leading organizational improvement initiatives and implementing sustainable process changes.
• Proven success managing multiple priorities in a fast‑paced environment.

Desired Traits

• Passion for delivering exceptional customer experiences.
• Ability to translate customer feedback into actionable quality improvements.
• Strong interpersonal skills and emotional intelligence.
• Commitment to operational excellence and continuous learning.
• Initiative to identify opportunities before they become problems.
• Results‑oriented approach with focus on sustainable improvement.
• Ability to inspire confidence and motivate teams toward shared goals.

EEO Statement

G.S. Precision is a committed Equal Opportunity Employer and complies with all Federal, State and local laws prohibiting employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.

Salary

US$90,000 – 130,000

Location

On‑site, Brattleboro, VT