Customer Quality Manager

Reports To: Director of Quality / Quality Leadership Team Employment Type: Full-Time About the Role Inventronics is seeking an experienced Customer Quality Manager (CQM) to serve as the primary quality interface for our North American customers. This role is responsible for managing customer complaints, leading root cause investigations, driving corrective actions, and ensuring customer quality expectations are consistently exceeded. The ideal candidate will have a strong background in electronics manufacturing, power supplies, LED drivers, EMS/ODM environments, or related hardware industries. This individual must be highly analytical, customer-focused, and capable of leading cross-functional teams through complex quality investigations and continuous improvement initiatives. Key Responsibilities Customer Complaint Management Serve as the primary quality contact for North American customers. Lead customer complaint investigations from initial receipt through final closure. Coordinate cross-functional teams to perform root cause analysis and implement effective corrective and preventive actions. Develop and present professional customer responses, including 8D reports and corrective action plans. Monitor complaint trends and identify recurring issues requiring systemic improvement. Quality Analysis & Continuous Improvement Conduct detailed failure analysis and drive structured problem-solving activities. Utilize quality tools such as 8D, FMEA, SPC, Pareto Analysis, Fishbone Diagrams, and 5 Why methodologies. Partner with manufacturing, engineering, supplier quality, and operations teams to reduce defects and improve product reliability. Analyze field failures, warranty returns, and customer quality metrics to identify opportunities for improvement. Participate in customer quality reviews and present quality performance updates. Support customer audits and quality assessments. Collaborate with suppliers and manufacturing partners to resolve quality issues and improve process capability. Support quality alignment activities with EMS, ODM, and contract manufacturing partners. New Product & Global Quality Support Support quality planning activities during new product introductions and customer launches. Work closely with global quality teams to ensure consistent quality standards and processes across regions. Contribute to the development of quality procedures, KPIs, and continuous improvement initiatives. Qualifications Required Bachelor's degree in Electrical Engineering, Electronics Engineering, Quality Engineering, Manufacturing Engineering, or related technical field. Minimum of 5 years of Customer Quality Management experience within the electronics, power supply, lighting, industrial electronics, EMS, or manufacturing industries. Proven experience handling customer complaints, investigations, corrective actions, and quality reporting. Experience developing and presenting 8D reports to customers. Strong understanding of root cause analysis methodologies and quality management tools. Excellent communication, presentation, and customer-facing skills. Ability to manage multiple priorities while maintaining attention to detail. Strong analytical and problem-solving abilities. Preferred Experience with power supplies, LED drivers, electronics manufacturing, or related hardware products. Experience working with North American customers and understanding North American quality expectations. Supplier Quality Management (SQM) experience. Experience working with EMS, ODM, or contract manufacturing organizations. [ ASQ certifications (CQE, CQM/OE, Six Sigma Green Belt or Black Belt) are a plus. What Success Looks Like Within the first 90 days, the successful candidate will: Become fully proficient in company quality systems and customer quality processes. Independently manage and successfully close multiple customer complaints. Establish strong working relationships with key North American customers. Deliver an assessment of current customer quality performance and recommend improvement actions. Participate in global quality reviews and contribute to customer quality improvement initiatives. Why Join Inventronics? Work with a global leader in power electronics and LED driver technology. Direct visibility with customers and executive leadership. Opportunity to influence quality performance across North America. Collaborative global environment with significant growth opportunities. High-impact role driving customer satisfaction and operational excellence. #J-18808-Ljbffr