Senior Customer Quality Manager


This position offered by:

Fred Melin

President CEO

Sterling Professional Search Inc.

248 852 4900 Desk

586 243 1500 Text

Veteran owned and operated since 2000

Job Title:  Senior Customer Quality Manager

Location:  Atlanta GA Other possible locations PA, KY,

Home-based Position:  No

Job Type:  Full-Time

Job Description: 

Our client is the global leader in stored energy solutions for industrial applications. Client has over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of battery experience, our client is the power/full solution for stored DC power products. client continues to grow by ensuring all employees possess the following core competencies: customer focused, team player, engaged, ethical, strong communication skills, and works safely.


Job Purpose

Reinforce standard procedures, methods and tools to pursue Customer Satisfaction through efficient management of their claims and complaints, field analysis and investigation to improve product reliability, transversal action plans. The successful candidate will possess the mechanical aptitude, the quality mindset, and the ability to ferret out problems  identified by the customer or the company and perform root cause analysis until the problem is solved. This could involve tracing the problem back to a vendor and then working with the vendor on root cause analysis until the problem is solved.

Essential Duties and Responsibilities

Manage Customer relationship as Key Customer Quality Account manager at Regional level, with connected central team

Manage, jointly with Plant Quality, the Customer claims: by  initiating the reaction and then following the timely execution of failure analysis, root cause definition, planning of containment and corrective actions in the production plant

Support plants by involving and assuring Central Departments for technical analyses, corrective actions and improvement plans

Monitor  Customer Quality Management at plant level to ensure respect of expected time to answer Customer complaints and to apply corrective actions

Ensure know how transfer by monitoring diffusion of  Lessons Learned and best practices through different regions and plants

Monitor & report Customers KPI trends with tracking, analysis and definition of action plans in case of deviations

Drive preparation of high level meetings or initiatives with Customer, with coordination of all functions and plants involved

Manage warranty performance with specific reporting, analysis, risk assessments and promotion of action plans

Perform prompt analyses of defective components coming from customer reliability fleets to detect possible  from weak design or process and implement immediate countermeasures

Evaluate risks and related potential costs, including service or recall campaigns, defining warranty accruals in conjunction with Finance

Support Quality Audits from Customers, by conducting preliminary evaluation,  giving support for definition of improvement plans


  • Bachelor’s degree or higher in related field
  • 8+ years of related quality experience
  • Quality experience in manufacturing/plant function preferred
  • Strong management experience

General Job Requirements

  • This position will work in an office setting, expect minimal physical demands.


Our client provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  EEO/M/F/Vets/Disabled