Senior Customer Experience & Field Quality Lead

Voltage-LL; Timberlake (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Voltage is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution and field quality investigations. You will coordinate root cause analyses with Engineering and Manufacturing and drive corrective actions to improve product reliability and customer satisfaction.

You will manage CAPA processes, analyze warranty and service data, and lead cross-functional teams across office, manufacturing, and customer sites. Travel up to 25% may be required.

Qualifications

• Bachelor's degree or related field required.
• 7+ years quality experience in manufacturing.
• 3+ years leadership in customer/field quality teams.
• Experience leading customer complaint investigations and corrective actions.
• Experience with CAPA, 8D, Root Cause Analysis.

Responsibilities

• Lead customer complaints, quality claims and escalations from investigation to closure.
• Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
• Drive CAPA using 8D, 5 Whys, Fishbone, FTA; establish containment and verify effectiveness.
• Analyze warranty, field failure, service and customer satisfaction data to identify trends.
• Lead customer quality meetings, audits, and site visits; develop Field Quality Engineers/Technicians.

Skills

Leadership

Customer-facing comms

Problem solving

8D / CAPA methods

Education

Bachelor's degree in Engineering/Quality/Manufacturing/Industrial Engineering/Business Management

Tools

Microsoft Office

Power BI

Quality reporting systems

Job description

Voltage is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution and field quality investigations. You will coordinate root cause analyses with Engineering and Manufacturing and drive corrective actions to improve product reliability and customer satisfaction.

You will manage CAPA processes, analyze warranty and service data, and lead cross-functional teams across office, manufacturing, and customer sites. Travel up to 25% may be required.