Field Quality & Customer Experience Leader

Voltage Energy Group; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Voltage Energy Group seeks a seasoned Customer Experience & Field Quality Manager to lead customer complaint investigations, field quality activities, and CAPA programs. You will partner with Engineering, Manufacturing, and Supply Chain to resolve quality concerns and improve product reliability while enhancing the customer experience.

You will manage Field Quality Engineers and Technicians, drive containment and corrective actions, and communicate updates to customers.

Qualifications

• Bachelor’s degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or a related field preferred.
• 7+ years of quality experience within a manufacturing environment.
• 3+ years of leadership experience managing customer quality or field quality teams.
• Experience leading customer complaint investigations, field failure analysis, and corrective actions.
• Strong knowledge of Customer Claims Management, Warranty Analysis, CAPA, 8D, and Root Cause Analysis.
• Experience managing Field Quality Engineers and/or Field Quality Technicians.
• Strong customer-facing communication, presentation, leadership, and problem-solving skills.

Responsibilities

• Lead and manage customer complaints, quality claims, and escalations from investigation through closure.
• Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
• Drive corrective and preventive actions using 8D, 5 Whys, Fishbone Analysis, Fault Tree Analysis, and CAPA.
• Establish containment actions and verify the effectiveness of corrective actions.
• Analyze warranty, field failure, service, and customer satisfaction data to identify trends and opportunities.
• Serve as the primary quality contact for customers, providing investigation updates, corrective action plans, and closure documentation.
• Lead customer quality meetings and support customer audits and site visits.
• Lead, coach, and develop Field Quality Engineers and Field Quality Technicians.
• Drive improvements in customer satisfaction, product reliability, warranty costs, defect prevention, and response times.
• Partner cross-functionally to support new product launches, design reviews, and continuous improvement initiatives.

Skills

Leadership

Customer communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or related field

Tools

Microsoft Office

Power BI

Quality reporting systems

Job description

Voltage Energy Group seeks a seasoned Customer Experience & Field Quality Manager to lead customer complaint investigations, field quality activities, and CAPA programs. You will partner with Engineering, Manufacturing, and Supply Chain to resolve quality concerns and improve product reliability while enhancing the customer experience.

You will manage Field Quality Engineers and Technicians, drive containment and corrective actions, and communicate updates to customers.