Customer Quality Manager

Our Client is a Contract Manufacturing Company

We are seeking an experience Quality Manager to lead our customer quality function within the contract manufacturing environment. This role is responsible for ensuring customer quality requirements are effectively translated into manufacturing and quality processes, while driving timely resolution of customer issues and continuous improvement.

The Customer Quality Manager will lead and develop a team of Customer Quality Engineers

and Outgoing Quality Inspectors, serving as a key interface between customers and internal teams including Manufacturing, Engineering, Process Engineering, Supply Chain, and Quality.

Key Responsibilities

 Lead, manage, and develop a team of Customer Quality Engineers and Outgoing Quality Inspectors.

 Serve as the primary quality interface with key customers and manage customer quality expectations.

 Monitor customer quality performance, including defects, complaints, returns, escapes, and other quality metrics.

 Lead customer complaint investigations and ensure effective root-cause analysis and corrective/preventive actions.

 Coordinate 8D, CAPA, and other structured problem-solving activities with cross functional teams.

 Ensure customer-specific quality requirements are clearly understood, implemented, and maintained.

 Review and approve customer quality reports, corrective action responses, inspection results, and related documentation.

 Oversee outgoing quality inspection activities to ensure products meet customer specifications and acceptance criteria before shipment.

 Establish and monitor quality KPIs, identify trends, and drive improvement initiatives.

 Participate in customer audits, quality reviews, business reviews, and new product introduction activities as required.

 Work closely with Manufacturing and Engineering teams to prevent recurring quality issues and improve process capability.

 Ensure timely escalation and communication of significant customer quality issues.

 Promote a strong customer-focused quality culture across the organization.

 Ensure compliance with applicable quality management systems, customer requirements, and company procedures.

 Coach and mentor team members, establish performance objectives, and support professional development.

Qualifications & Experience

 Bachelor’s degree in Engineering, Quality, Manufacturing, Electronics, or a related discipline.

 Minimum 5 years of relevant experience in quality management, customer quality, manufacturing quality, or a related field.

 Experience in an EMS, electronics, contract manufacturing, or high-volume manufacturing environment is strongly preferred.

 Prior experience leading or supervising a team of quality professionals.

 Strong knowledge of quality management systems, root-cause analysis, CAPA, 8D, and continuous improvement methodologies.

 Experience working directly with customers on quality issues and corrective actions.

 Familiarity with manufacturing processes, inspection methods, and quality control requirements.

 Strong analytical, problem-solving, communication, and interpersonal skills.

 Ability to manage multiple priorities and work effectively in a fast-paced manufacturing environment.

 Proficiency in Microsoft Office and quality reporting/analysis tools.

Preferred Qualifications

 Experience with ISO 9001 or other relevant quality management standards.

 Experience with electronics manufacturing processes such as PCB assembly, box build, testing, and final inspection.

 Knowledge of SPC, FMEA, Control Plans, MSA, and other quality tools.

 Experience with customer audits and supplier/customer quality improvement programs.

 Professional certification such as CQE, Six Sigma, or equivalent is an advantage.

Key Competencies

 Customer-focused leadership

 People management and team development

 Strong problem-solving and analytical skills

 Effective communication and stakeholder management

 Decision-making and accountability

 Attention to detail

 Continuous improvement mindset

 Ability to work collaboratively across functions