Customer Quality & Lab Manager

Purpose of the Role:
Ensure customer satisfaction by managing customer quality complaints, resolving product issues, monitoring quality performance, and overseeing laboratory activities to ensure product compliance with international approval standards.

Key Responsibilities:

• Manage customer complaints, RMAs, stock returns, and field failures, ensuring timely resolution and effective corrective actions.

• Lead root-cause analysis and problem-solving activities using 8D, FMEA, and other quality tools.

• Prepare and communicate 8D reports, coordinate product recalls, and ensure lessons learned are implemented.

• Develop and monitor customer quality dashboards, KPIs, scorecards, and improvement action plans.

• Manage customer feedback, satisfaction surveys, and customer audits.

• Oversee laboratory activities, approval testing programs, product compliance, and certification requirements.

• Supervise calibration and maintenance of laboratory and measurement equipment.

• Maintain quality documentation and ensure compliance with applicable standards.

• Lead continuous improvement initiatives and provide quality training and coaching to teams.

• Manage laboratory investment requirements (CAPEX) and coordinate with internal and external stakeholders.

Required Skills:

• Strong leadership, communication, and cross-functional collaboration.

• Excellent analytical, problem-solving, and organizational skills.

• Customer-focused, proactive, adaptable, and detail-oriented.

• Expertise in quality tools, statistical analysis, and continuous improvement.

Qualifications and Experience:

• Engineering degree or equivalent qualification in Quality Management.

• Significant experience in customer quality, quality assurance, and manufacturing.

• Strong knowledge of ISO 9001 and ISO 17025; IATF 16949 is an advantage.

• Expertise in 8D, PPAP, FMEA, Control Plans, SPC, TPM, DOE, and capability studies.

• Technical knowledge of electrical/electronic engineering, technical drawings, testing procedures, and measurement equipment.

• Experience with electrical, mechanical, flammability, and ingress protection (IPX) testing.

• Proficiency in Microsoft Office and Minitab.

• Automotive industry experience, Lean/Six Sigma certification, and auditing expertise are desirable.

• Availability for international travel and flexible working hours to support global customer needs.