Customer Quality Manager

Company Overview

G.S. Precision is a global leader in the manufacture of critical components for the Aerospace and Defense Industries. We are a team of 700 dedicated people in facilities totaling 230,000 square feet in four integrated locations. Leveraging over 60 years of experience and the latest technologies, we engineer processes that deliver consistent, competitive results with superior quality.

Comprehensive health, dental and vision coverage. Company‑paid life and AD & D insurance. Company‑paid short‑term disability. 401(k) matching retirement plan. Employer‑funded health reimbursement account. Flexible spending account. Paid holidays. Generous paid time off. Dependent care spending account. Employee assistance program. Educational assistance program. Safety shoe allowance. Prescription safety glasses program. Bereavement leave. Shift differentials for 2nd and 3rd shifts.

The Customer Quality Manager serves as a strategic leader responsible for driving customer‑focused quality initiatives across the organization. The role ensures products, services, and business processes consistently meet or exceed customer expectations while maintaining compliance with applicable industry standards and regulatory requirements. Responsibilities include leading cross‑functional efforts, strengthening customer relationships, improving organizational performance, fostering a culture of quality excellence, and developing team capabilities that support long‑term business objectives.

• Develop, establish, and communicate the organization’s customer‑quality vision, objectives, and performance metrics aligned with business goals.
• Lead the Customer Quality function and provide direction, coaching, and development to quality team members.
• Build a culture of accountability, customer focus, and continuous improvement throughout the organization.
• Serve as the primary escalation point for significant customer quality issues and drive timely resolution.
• Act as the primary quality representative for customers regarding product performance, quality concerns, audits, and corrective actions.
• Collaborate with commercial and program teams to enhance customer satisfaction, loyalty, and retention.
• Ensure products, services, and processes comply with applicable standards and regulatory requirements, including AS9100, Nadcap, and customer‑specific requirements.
• Establish, maintain, and continuously improve policies, procedures, and documentation supporting the Quality Management System.
• Lead customer audits, regulatory inspections, and certification activities while ensuring effective closure of findings.
• Partner with Product Development, Engineering, Manufacturing, Sales, Program Management, Supply Chain, and subcontractors to develop and implement robust workflows and quality controls.
• Facilitate cross‑functional problem‑solving initiatives to address systemic quality issues and prevent recurrence.
• Lead quality planning activities during new product introduction and process changes.
• Monitor supplier performance and compliance to ensure quality requirements are achieved throughout the supply chain.
• Collaborate with suppliers and procurement teams to implement corrective actions and supplier development initiatives.
• Implement and maintain systems to collect, analyze, and trend customer feedback, complaints, returns, and performance data.
• Identify recurring issues and lead root‑cause investigations using structured problem‑solving methodologies.
• Champion corrective and preventive action processes and verify effectiveness of implemented solutions.
• Utilize customer quality metrics to prioritize improvement initiatives and measure results.
• Recruit, mentor, coach, and develop quality personnel to build a high‑performing team.
• Conduct performance evaluations, establish development plans, and support succession planning initiatives.
• Train employees on customer requirements, complaint handling, quality standards, and quality management tools.
• Promote employee engagement and encourage participation in continuous improvement activities.
• Develop departmental objectives, budgets, staffing plans, and resource…