Customer Quality Supervisor

Position Overview

A Customer Quality Supervisor bridges the gap between customer experience and manufacturing standards. They lead teams to monitor product quality, investigate customer complaints, and ensure products or services consistently exceed user expectations before and after delivery. The Customer Quality Supervisor has direct supervisory responsibility for various quality hourly (Union) and non-exempt level roles. The Customer Quality Supervisor is tasked with meeting production schedules and standards for quality as well as team member safety.

This position also directs the team in all continuous improvement activities within the department.

• Team Leadership: Supervising Motor Analyzers, Technicians or Quality Engineers. Coaching and providing ongoing feedback to team members on performance in a timely manner.
• Complaint Investigation: Managing product defect or service failure reports and authoring customer response letters. Leading root-cause investigations for customer complaints using 5-Why, Fishbone, or 8D methodologies.
• Corrective Actions: Authoring formal corrective action reports (CAPA) and presenting findings.
• Communication: Acting as the primary liaison between customers and the production floor.
• Coordinating with other leaders and teams to work cross-functionally and across shifts to ensure the highest quality and service standards.
• Managing all day-to-day tasks to meet department goals including safety, quality, delivery, and throughput. Monitoring and reporting on key metrics such as Cost of Quality, Customer PPM, and claim response times.

• Associate’s degree in Business, Engineering, Quality, Supply Chain Management, Logistics or a related field required. Equivalent experience in lieu of a degree may be considered.
• Previous supervisory experience in a fast-paced manufacturing environment preferred, but not required.
• Experience in a represented (Union) environment preferred, but not required.
• Familiarity with production planning software and ERP systems required. Prior SAP experience preferred.
• Previous experience in electrical or mechanical assembly helpful.
• Strong working knowledge of office tools including Word, Excel, and PowerPoint essential.
• Strong analytical and problem-solving skills required.
• Excellent communication and interpersonal abilities required.
• Must be able to frequently sit and/or stand for long periods of time.