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 $130,000 - $190,000 a year. 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 high‑impact senior individual contributor role involves connecting directly with customers, leading through influence, and partnering across teams to solve complex challenges and drive meaningful change. The position is located at our facility in Waukesha, WI, with a hybrid schedule of 3 days in office/2 days remote (relocation offered for current U.S. residents). Up to 25% travel is expected. Customer Engagement & Experience Lead proactive customer interactions (QBRs, site visits, feedback sessions) Build relationships that shift from transactional to strategic partnerships Serve as the trusted quality partner for critical and high‑impact customers Escalation & Field Issue Management Own escalated issues affecting customer satisfaction and business continuity Drive cross‑functional containment, root cause analysis, and corrective actions Ensure consistent communication and disciplined governance through resolution Voice of the Customer (VoC) Capture and prioritize customer feedback related to quality and experience Close the loop by demonstrating actions taken and business impact achieved Advocate internally for customer‑driven improvements Customer Insight & Quality Analytics Analyze data from warranty, field performance, and customer complaints Identify trends, risks, and opportunities for improvement Translate insights into actionable recommendations for stakeholders Cross‑Functional Alignment & Continuous Improvement Partner across service, engineering, operations, supply chain, and quality Influence decisions without formal authority to drive better customer outcomes Champion structured problem‑solving and sustainable corrective actions Qualifications Basic Qualifications Bachelor’s degree from an accredited institution Minimum of eight years of experience in customer quality, field service, or reliability‑related roles Eaton will not provide immigration sponsorship or support for this position. Preferred Qualifications Three or more years of experience directly managing customer escalations and critical customer accounts Experience in warranty and complaint data analysis Experience working in a large global organization with a matrixed, multi‑site environment We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based on 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 a conditional offer and running a background check, if Eaton is concerned about a conviction 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. 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. 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