Customer Quality Supervisor

Summary of Position

The Customer Quality Supervisor is responsible for leading customer-focused quality assurance efforts ensuring a high level of customer satisfaction through timely and effective root cause analysis corrective actions and continuous improvement initiatives. This role is responsible for all aspects of customer audits and bridges production engineering and sales by serving as the frontline contact for customer quality concerns. The Customer Quality Supervisor will also oversee the implementation of standard Return Material Authorization (RMA) and Root Cause Corrective Action (RCCA) processes at the site level and ensure consistency across functions.

Essential Duties and Responsibilities

• Serve as the main site-level liaison for customer quality issues including RMA investigations root cause analysis and communication with Sales and Engineering teams.
• Analyze warranty claims audit findings and quality performance metrics to identify trends.
• Supervise and guide a team of quality technicians or engineers focused on finished product out-of-the-box audits customer requirements and outgoing quality.
• Share regular reports of customer quality performance scorecards KPIs inspection results and process monitoring with the site team.
• Implement and maintain customer quality processes aligned with corporate standards (e.g. RMA RCCA Apollo A3 PDCA).
• Monitor and drive improvements in customer complaint resolution time RMA cycle time and customer satisfaction.
• Lead internal cross-functional teams to resolve customer-reported issues identify systemic root causes and implement sustainable corrective actions.
• Initiate the revision process and engineer solutions using tools such as DFMEA PFMEA control plan etc. to improve quality assurance
• Maintain and improve systems for outgoing inspection product traceability and data analysis (SPC Pareto etc.).
• Champion lessons learned from customer feedback across departments to drive product and process improvements.
• Prepare and present customer-facing quality reports and metrics.
• Support and guide the implementation of Quality Management Systems (QMS) related to outgoing product and customer requirements.
• Foster a culture of quality customer focus and continuous improvement through coaching process audits and team engagement.
• Collaborate with Product Engineering Manufacturing and IT to streamline quality dashboards and VOC tracking tools.

Qualifications :

Skills

• Leadership delegation and general people management abilities.
• Ability to interpret and understand regulatory requirements and customer requirements.
• Strong root cause analysis and problem-solving abilities (8D 5-Why Fishbone).
• Proven ability to lead quality investigations and communicate technical findings clearly to customers and internal stakeholders.
• Proficient in statistical process control and analysis (SPC Minitab Excel).
• Proficient in PowerPoint.
• Effective time management and multitasking in a fast-paced environment.
• Excellent communication conflict resolution and leadership skills.
• Working knowledge of QMS (ISO 9001 or equivalent) FMEA and CAPA.
• Ability to collaborate across functions (Engineering Sales Operations IT).

Traits

• Analytical thinking.
• Detail-oriented and organized with a sense of urgency.
• High sense of follow-through and highly action-oriented.
• Customer-centric mindset with a passion for product excellence.
• A team player who builds trust and seeks continuous improvement.
• Strong work ethic and ownership mentality.
• Strong communication skills at all levels.

Education and/or Experience

• Bachelors Degree in Engineering Quality or a related field or equivalent experience.
• 2 years in Quality Assurance or Customer Quality roles in a manufacturing environment.
• 1 years in a supervisory or leadership position.
• Experience in solar/PV manufacturing preferred.

Additional Information :

Compensation and Benefits

• $78000 - $85000/yearly 
• Paid Time Off (vacation sick and holiday) 
• 401(k) Retirement Plan
• Medical/Dental/Vision Insurance Plans
• Health Savings Account option
• Supplemental/Voluntary Insurance Plans
• Employee Assistance Program
• Tuition Reimbursement Program 
• Employee Recognition Programs
• Employee PV Panel Purchase Program

Remote Work :

No

Employment Type :

Full-time