Serve as primary point of contact for customer-reported quality issues across all business units.
Track critical field issues and customer complaints.
Communicate issue status, containment, and resolution timelines to customers and Sales.
Assist in translating technical updates into customer-facing communication.
Lead Corrective Action Communication & Coordination
Communicate corrective action status, release plans, and validation outcomes.
Partner with Sales teams for consistent customer messaging.
Facilitate escalation communications.
Participate in quality review meetings.
Ensure complaint handling meets ISO 9001 requirements.
Maintain audit-ready documentation of customer issues and communications.
Assist in the review of customer-facing reports and dashboards.
Represent the company in industry forums and quality-related conferences to stay abreast of emerging trends and best practices.

BS in Technical Discipline such as engineering, science, math
15+ years in Customer Quality, Field Quality, or Technical Support
ISO 9001 experience required
Ability to translate technical updates into customer messaging
Understanding of firmware/hardware lifecycle
Strong organizational and documentation skills
Timely and accurate communication of customer issues
Proven leadership in driving organizational transformation through visible leadership and influence.

Senior Manager, Customer Quality Excellence

Key skills