Asst. Manager - Customer Quality

Lead investigations into customer complaints, field failures, and product returns.

Drive structured problem-solving using 8D, 5 Why, Fishbone Diagram, FMEA, and other quality methodologies.

Coordinate cross-functional teams to implement timely and effective corrective and preventive actions (CAPA).

Monitor the effectiveness of corrective actions and ensure timely closure of customer issues.

Develop quality assurance plans, inspection criteria, testing procedures, and control plans for new and existing products.

Participate in New Product Introduction (NPI), First Article Inspection (FAI), and product qualification activities.

Review manufacturing readiness and ensure quality risks are identified and mitigated before mass production.

Monitor product quality performance and drive improvements in First Pass Yield (FPY) and defect reduction.

Lead quality improvement initiatives to enhance product reliability, manufacturing yield, and customer satisfaction.

Analyze quality data, customer feedback, and process performance to identify improvement opportunities.

Promote Lean Manufacturing, Six Sigma, Kaizen, and other continuous improvement methodologies.

Provide regular quality performance updates to customers.

Prepare and present customer reports, 8D reports, corrective action plans, and quality metrics.

Participate in customer meetings, audits, and technical reviews.

Maintain customer complaint logs, customer return records, audit reports, quality scorecards, and corrective action records.

Monitor manufacturing yield, internal rejection trends, and quality KPIs.

Track Engineering Change Notices (ECN), document revisions, and implementation status.

Prepare monthly quality dashboards and management reports.

Ensure compliance with customer-specific requirements, IPC standards, ISO 9001, and applicable regulatory requirements.

Lead and support customer, certification, and internal quality audits.

Ensure timely closure of audit findings and implementation of corrective actions.

Coach and mentor Quality Engineers and Inspectors on quality tools, customer requirements, and best practices.

Drive a culture of accountability, ownership, and continuous improvement.

Collaborate effectively with cross-functional teams to achieve organizational quality objectives.

Bachelor's Degree or Diploma in Electronics Engineering or a related discipline.

7–10 years of experience in Customer Quality, Manufacturing Quality, or Quality Assurance within the Electronics Manufacturing Services (EMS) industry.

Minimum 2–3 years of experience in a leadership or supervisory role.

Proven experience in handling customer complaints, customer audits, and quality improvement initiatives.

Lean Six Sigma Green Belt or Black Belt.

ASQ Certified Quality Engineer (CQE) or equivalent.

ISO 9001 Internal Auditor certification.

IPC-A-610 Certified IPC Specialist (CIS) is preferred.

Strong leadership and people management skills.

Excellent customer relationship management.

Outstanding communication and presentation skills.

Analytical thinking and structured problem-solving.

Cross-functional collaboration and stakeholder management.

Decision-making and conflict resolution.

Planning, prioritization, and execution.

Continuous improvement mindset.

Customer Complaint Closure Time

Customer PPM (Parts Per Million)

Customer Satisfaction Score

On-Time CAPA Closure

Audit Performance and Closure

First Pass Yield (FPY)

Internal Rejection Rate

Customer Return Reduction

Cost of Poor Quality (COPQ)

ECN Implementation Effectiveness