Customer Quality Manager - Remote/Hybrid Focus

Neptune Technology Group Inc.; Tallassee (AL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Neptune Technology Group Inc. is seeking a Customer Quality Manager to lead customer-facing quality matters, coordinating with Sales, Legal, Marketing and Engineering to ensure timely, accurate responses and alignment on warranty terms.

The role involves managing RMA evaluations, escalation handling, and 8D responses, while tracking trends to drive product and service improvements. Travel up to 20% may be required, with office-based and flexible remote options reviewed by management.

Qualifications

• Bachelor's degree in Engineering, Business or related field.
• 3+ years' experience in customer quality, quality engineering, complaint management, or a customer-facing technical role in manufacturing.
• Experience managing customer communications on technical quality issues.
• Strong written and verbal communication; translate technical findings to customer-ready language.
• Sound, defensible judgment in RMA and warranty disposition decisions.
• Excellent cross-functional collaboration with Sales, Marketing, Engineering and Quality.
• Flexible and adaptable to changing priorities and processes.

Responsibilities

• Serve as the direct point of contact for customers and Sales on RMA evaluation requests, coordinating with RMA on volume, turnaround and disposition.
• Own intake and first-pass evaluation of upfront replacement/credit requests and escalate beyond limits.
• Maintain master reference of active warranty terms by product line, customer and contract; track expirations and discrepancies.
• Own the quality and warranty content sections of RFP responses and maintain a library of standard language.
• Direct point of contact with customers for escalations, triage with Engineering/RMA/Analytics, and maintain escalation logs.
• Escalate active quality issues internally to Sales and Marketing and coordinate with Marketing on approved wording.
• Initiate and manage 8D responses for systemic issues with technical review by Engineering.
• Monitor RMA and upfront request trends by customer and product; track trends for leadership.
• Flag repeat or systemic escalation patterns to Engineering and Analytics.

Skills

Customer quality

Quality engineering

Complaint management

Communication skills

Cross-functional teamwork

Education

Bachelor's degree

Tools

Jira

Windchill

QMS tools

Job description

Neptune Technology Group Inc. is seeking a Customer Quality Manager to lead customer-facing quality matters, coordinating with Sales, Legal, Marketing and Engineering to ensure timely, accurate responses and alignment on warranty terms.

The role involves managing RMA evaluations, escalation handling, and 8D responses, while tracking trends to drive product and service improvements. Travel up to 20% may be required, with office-based and flexible remote options reviewed by management.