Customer Quality & Reliability Lead

States Manufacturing Corporation; Waco (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

States Manufacturing Corporation seeks a Quality Manager - Customer Experience to lead VOC and own RMA quality, warranty reduction, customer satisfaction for strategic customers.

This role leads customer quality initiatives from QA assessments to RMA performance, collaborating with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain and Manufacturing to improve product reliability and strengthen the company's reputation as a premier supplier of mission-critical power

Qualifications

• Bachelor's degree in engineering or related technical discipline.
• 8+ years in quality engineering, customer quality, reliability engineering, field service quality, warranty management, or related roles.
• Minimum 3 years of leadership experience.
• Experience with data center customers and mission-critical infrastructure preferred.
• Experience with ISO 9001 or similar quality management systems preferred.

Responsibilities

• Serve as primary quality representative and VOC liaison for strategic customers.
• Lead customer quality reviews and executive business reviews.
• Manage customer complaints, escalations, and corrective actions.
• Develop and execute customer quality and reliability strategies.
• Lead field failure investigations and analyze warranty data.
• Drive initiatives to reduce warranty costs and improve reliability.
• Collaborate across Engineering, Operations, Service, Supply Chain and Manufacturing.
• Establish and monitor customer quality KPIs and drive improvements.

Skills

Quality engineering

Customer quality

Reliability engineering

Warranty management

Leadership

Cross-functional collaboration

Education

Bachelor's Degree in Engineering, Quality, Reliability, Manufacturing, Industrial Technology, or related technical discipline

Tools

FAT programs

Root cause analysis

Audit support

Data analysis

Job description

States Manufacturing Corporation seeks a Quality Manager - Customer Experience to lead VOC and own RMA quality, warranty reduction, customer satisfaction for strategic customers.

This role leads customer quality initiatives from QA assessments to RMA performance, collaborating with Engineering, Operations, Test, Sales, Program Management, Service, Supply Chain and Manufacturing to improve product reliability and strengthen the company's reputation as a premier supplier of mission-critical power