Global Manager, Customer Quality — Lead Field Actions & PMS

Industrial Scientific Corporation; Northern (KY); Hybrid; USD 114,000 - 191,000; Full time

Job summary

Fortive Corporation is seeking a Manager, Customer Quality to lead the global Customer Quality team responsible for complaint handling, post-market surveillance, field actions, and sustained product quality improvements.

You will coordinate cross-functional activities with RAQA, Medical Affairs, and Quality leadership, drive data-driven decision making, and develop dashboards to monitor performance and escalation readiness.

Qualifications

• Bachelor's degree in a related technical discipline.
• Minimum 6 years in Customer Quality, Product Quality, Complaint Handling, Post-Market Surveillance, Field Actions, CAPA, or related functions in medical devices.
• Minimum 2 years leading or supervising professional employees or teams.

Responsibilities

• Lead, coach, and develop a team of customer quality professionals and technicians responsible for complaint handling, post-market surveillance, field actions, and customer defect tracking and resolution.
• Manage complaint handling execution, including intake, evaluation, investigation, documentation, closure, and escalation of reportable and non-reportable product complaints.
• Oversee high-risk complaint investigations with proper investigation strategy, technical evaluation, root cause analysis, risk assessment, and linkage to escalation activities.
• Partner with Regulatory Affairs, Medical Affairs, and Quality leadership to support medical device reporting, vigilance evaluations, and inspection readiness.
• Coordinate Customer Quality activities related to field actions, including escalation, tracking, closure readiness, and evidence to support timely completion.
• Lead post-market surveillance activities, including data analytics, trending, reporting, and escalation of signals.
• Own customer defect tracking and resolution mechanisms to translate signals into cross-functional action and sustainment of quality.
• Develop and maintain customer quality dashboards and reporting to enable data-driven decisions.

Skills

Leadership

Communication

Analytics

Education

Bachelor's degree

Tools

FBS tools

Job description

Fortive Corporation is seeking a Manager, Customer Quality to lead the global Customer Quality team responsible for complaint handling, post-market surveillance, field actions, and sustained product quality improvements.

You will coordinate cross-functional activities with RAQA, Medical Affairs, and Quality leadership, drive data-driven decision making, and develop dashboards to monitor performance and escalation readiness.