Senior Field Quality & Customer Experience Lead

Voltage Energy; Timberlake (NC); In loco; USD 110.000 - 150.000; Tempo pieno

Descrizione del lavoro

Voltage Energy is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives in a manufacturing setting. You will collaborate with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve issues and enhance product reliability.

Reporting to the Quality Director, you will be the primary quality contact for customers, manage field quality

Competenze

• Bachelor's degree preferred in Engineering, Quality, Manufacturing, or related field.
• 7+ years of quality experience within a manufacturing environment.
• 3+ years of leadership experience managing customer/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 supporting OEM customers and cross-functional collaboration across Engineering, Manufacturing, Program Management, Supply Chain, and Sales.
• Willingness to travel up to 25% to customer sites and field environments.

Mansioni

• 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, FTA, and CAPA.
• Establish containment actions and verify effectiveness of corrective actions.
• Analyze warranty, field failure, service, and customer satisfaction data to identify trends.
• Serve as primary quality contact for customers with investigation updates 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.
• Improve customer satisfaction, product reliability, warranty costs, defect prevention, and response times.
• Partner cross-functionally to support new product launches, design reviews, and continuous improvement.

Conoscenze

Leadership

Customer communication

Problem solving

Data analysis

Presentation

Formazione

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

Strumenti

Power BI

Quality reporting systems

Microsoft Office

Descrizione del lavoro

Voltage Energy is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives in a manufacturing setting. You will collaborate with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve issues and enhance product reliability.

Reporting to the Quality Director, you will be the primary quality contact for customers, manage field quality