Customer Quality Manager

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

Description

As part of Neptune's commitment to excellence and continuous improvement, we are adding a Customer Quality Manager to the Quality organization. This role is the customer- and sales-facing side of Quality, working in close partnership with the rest of the Quality organization to ensure every customer-facing quality matter gets a coordinated, professional response. This is a peer function to RMA, Quality Engineering, and Analytics rather than a report to any of them, and works closely with Sales, Legal/Contracts, and Marketing on customer-facing quality matters.

Responsibilities

• Serve as the direct point of contact for customers and Sales on RMA evaluation requests — intake, initial triage,
  evidence collection, and status communication — coordinating with RMA on volume, turnaround, and disposition.
• Own intake and first-pass evaluation of upfront replacement/credit requests, applying consistent documented criteria and
  thresholds, and escalating requests that exceed defined dollar or quantity limits for additional sign-off.
• Maintain the master reference of active warranty terms by product line, customer, and contract, including negotiated or
  non-standard terms, and track expirations, renewals, and discrepancies between contract language and current practice.
• Own the quality and warranty content sections of RFP responses, coordinating with Engineering and Analytics on
  supporting data and maintaining a reusable library of standard RFP quality/warranty language.
• Serve as the direct point of contact with the customer once an issue escalates, triaging the escalation, pulling in
  Engineering, RMA, or Analytics as needed, and maintaining an escalation log/dashboard for visibility.
• Proactively raise active quality issues internally to Sales and Marketing before they surface externally, and partner
  with Marketing in advance on approved standard wording for issues that may require customer communication.
• Own initiation and project management of 8D (or equivalent corrective action) responses for customer-reported systemic
  issues, ensuring findings are technically reviewed by Engineering before customer-facing delivery.
• Monitor RMA and upfront request trends by customer and product and track approval-rate and dollar-exposure trends for
  leadership.
• Flag repeat or systemic escalation patterns across customers to Engineering and Analytics.

Requirements

• 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.
• Sound, defensible judgment in RMA and warranty disposition decisions.
• Excellent cross-functional collaboration skills, with the ability to respectfully engage and influence others across Sales,
  Marketing, Engineering, and Quality.
• Flexible and adaptable to changing priorities and processes.

Preferred Qualifications

• Experience in the water metering, utility, or electronics manufacturing industry.
• Familiarity with RMA/warranty administration processes.
• Working knowledge of complaint handling, root-cause analysis, and corrective action (CAR/CAPA or 8D) processes.
• Proficiency with quality/complaint tracking systems (e.g., Jira, Windchill, or equivalent QMS tools).
• Highly motivated, hands-on, and able to work with minimal supervision.

Travel Requirements and Work Environment

• Typically requires overnight travel less than 20% of the time.
• This role is work office based. Flexible and/or remote working options may be considered and are reviewed/approved by
  management.
• Periodic travel to RoperMex and key customer sites required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.