After Sales Quality Supervisor - Dispense

Aftermarket Quality Supervisor – Packaging & Dispense Systems

Full job description

Department: Quality

Employment Type:Full-Time

Travel:Regular travel to customer and manufacturing locations, anticipated at approximately 25%

The Aftermarket Quality Supervisor – Packaging & Dispense Systems is responsible for managing and resolving quality and technical performance issues identified after products have been supplied to customers. This role reports into the Head of Technical Support.

The role will focus on packaging products and associated dispensing systems, with particular responsibility for customer complaints, product performance concerns and field failures. The successful candidate will work directly with customers, breweries, distributors and internal manufacturing teams to identify root causes, implement corrective actions and prevent recurrence.

This is a hands-on, customer-facing role requiring strong technical problem-solving skills and the ability to coordinate investigations across quality, engineering, manufacturing, commercial and supply-chain functions. Experience with in a brewery, beverage-packaging operation, kegging environment or dispense-equipment business is strongly preferred.

• Act as the primary quality contact for customer complaints and after-sales product issues.
• Manage complaints from initial notification through investigation, containment, corrective action and formal closure.
• Provide timely and professional communication to customers throughout the investigation process.
• Visit customer, brewery and field locations to assess product and dispensing-system performance.
• Support customers with the correct handling, filling, transportation and use of packaging products.
• Maintain records of complaints, investigations, customer communications and corrective actions.

• Investigate keg-related issues including filling & tapping of kegs.
• Differentiate between packaging defects, filling-process issues, dispense-equipment problems and incorrect product handling.
• Provide practical troubleshooting support to breweries, beverage producers and end users.

• Lead structured root-cause investigations
• Coordinate product inspection, testing, measurement and sample analysis.
• Develop corrective actions with manufacturing, suppliers and relevant stakeholders.
• Verify the effectiveness of corrective actions before closing complaints.
• Escalate significant product-safety, customer-impact or recurring quality issues
• Identify complaint trends and recommend systemic improvements to products, processes, specifications and customer instructions.
• Ensure complaints and corrective actions are managed in accordance with the company’s quality-management system.

• Train commercial and operations personnel on common product and dispense-system issues.
• Share lessons learned from customer complaints across relevant company functions.
• Lead or participate in continuous-improvement projects intended to reduce complaints, warranty costs and repeat failures.
• Promote a customer-focused quality culture across the organization.

• Bachelor’s degree or equivalent practical experience in engineering, quality, manufacturing, brewing, packaging, food science or a related technical discipline.
• At least three years of experience in quality, technical service, packaging, beverage production, brewing, field service or a related manufacturing environment.
• Experience investigating customer complaints, product failures or technical performance issues.
• Demonstrated ability to conduct root-cause analysis and manage corrective actions.
• Willingness and ability to travel regularly within the United States and, where required, internationally.