Customer Quality Manager

Eaton’s ES AMER ESS division is currently seeking a Customer Quality Manager.The expected annual salary range for this role is $130000 - $190000 a year.Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.What you’ll do:Are you passionate about turning customer insight into real-world impact? As Eaton’s Power Systems Division’s Customer Quality Manager, you’ll play a critical role in strengthening customer trust, elevating product reliability, and shaping how we deliver exceptional experiences – every day.This is a high-impact, senior individual contributor role where you’ll connect directly with customers, lead through influence, and partner across teams to solve complex challenges and drive meaningful change. This role is located at our facility in Waukesha, WI with a hybrid schedule of 3 days in office/2 days remote (relocation offered to those currently residing in the U.S). Up to 25% travel.Customer Engagement & ExperienceLead proactive customer interactions (QBRs, site visits, feedback sessions)Build relationships that shift from transactional to strategic partnershipsServe as the trusted quality partner for critical and high-impact customersEscalation & Field Issue ManagementOwn escalated issues affecting customer satisfaction and business continuityDrive cross-functional containment, root cause analysis, and corrective actionsEnsure consistent communication and disciplined governance through resolutionVoice of the Customer (VoC)Capture and prioritize customer feedback related to quality and experienceClose the loop by demonstrating actions taken and business impact achievedAdvocate internally for customer-driven improvementsCustomer Insight & Quality AnalyticsAnalyze data from warranty, field performance, and customer complaintsIdentify trends, risks, and opportunities for improvementTranslate insights into actionable recommendations for stakeholdersCross-Functional Alignment & Continuous ImprovementPartner across service, engineering, operations, supply chain, and qualityInfluence decisions without formal authority to drive better customer outcomesChampion structured problem-solving and sustainable corrective actionsQualifications:Basic QualificationsBachelor’s degree from an accredited institutionMinimum of eight years of experience in customer quality, field service, or reliability-related rolesEaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1, H-1B, H-1B cap registration, O-1, E-3, TN status, 1-485 job profitability, etc.Preferred QualificationsThree or more years of experience directly managing customer escalations and critical customer accounts is preferredExperience in warranty and complaint data analysis would be a plusExperience working for a large global organization with a matrixed, multi-site environment is a bonus#LI-ML1All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at View phone number on click.appcast.io to discuss your specific need. Only accommodation requests will be accepted by this phone number.We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements. #J-18808-Ljbffr