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.