Customer Quality Lead

Our Incora Story is really taking off - we'd love you to join us for the journey.

We are currently seeking an exceptional professional to join us as Customer Quality Lead

As the leading supply chain solutions business in the aerospace industry Customers are at the heart of our business.

Customer Quality Lead is responsible for leading complex, high-impact customer quality investigations across the global aerospace distribution network. This role drives structured containment, advanced root cause analysis, and systemic corrective actions to protect customer performance and reduce enterprise risk.

In addition to case ownership, this position plays a key role in developing meaningful KPIs, improving visibility where system data is limited, and identifying cross-site risk exposure. The role requires strong analytical thinking, comfort operating in partially mature systems, and the ability to influence cross-functional teams globally.

This position operates in alignment with AS9100 and AS9120 requirements and supports continuous improvement of the global Customer Issue Resolution process.

• Lead end-to-end investigation of complex customer quality events with potential multi-site or global impact
• Assess true scope of escapes, including repeat potential and cross-site exposure
• Ensure robust containment actions are implemented across affected locations
• Drive advanced root cause analysis using structured methodologies (8D, 5 Why, Fishbone, fault tree as appropriate)
• Ensure corrective actions address systemic drivers, not just point failures
• Support high-visibility customer responses and executive reviews when required.

Most importantly you will be passionate about our Incora Values and exceeding customer expectations.

Courage Take ownership for issues and problems.

Collaboration Share knowledge and experience with others

Commitment - Focus on ensuring internal and external customer expectations is met in a timely way.

Community - We value our world and everyone who shares it.

• An exciting package that includes great salary and benefits you would expect from a growing ambitious company, a chance to work in a first-class brand-new environment but most importantly we will offer you the chance to become part of our Incora story.
• We want you to share in the success of Incora, so every employee is eligible for one of our incentive's programs.
• Incora offers 8 Paid Holidays with 2 additional Floating Holidays for all Full-Time employees.
• Full-Time Exempt employees are part of Incora's Flex Time policy, as well as 80 hours of Exempt Sick time.
• Family friendly policies such as 2 weeks paid parental leave.
• We believe every little help by offering a generous discount portal only available to Incora employees vis Perkspot.
• Employers paid Group Life Insurance at 1x salary, STD, and LTD.
• Incora offers a 401K plan with company match.

• Evaluate whether issues represent localized events or systemic enterprise risk
• Drive read-across activities across sites, customers, and value streams
• Partner with Site Quality and Supplier Quality to ensure proper ownership alignment
• Identify emerging risk patterns before they become repeat escapes
• Escalate significant risks with clear, data-based recommendation
• Develop meaningful KPIs to monitor customer issue performance, even when system data is incomplete
• Build interim tracking methods using available tools (Excel, Power BI, manual extracts, etc.)
• Identify gaps in current data capture and recommend improvements
• Support development of dashboards showing:
  high driver defects
  cycle time performance
  repeat escapes
  supplier vs internal drivers
  site level risk signals
• Translate complex data into clear leadership insights

• Ensure investigations and corrective actions align with:
  AS9100
  AS9120
  customer contractual requirements
• Maintain audit-ready documentation
• Support internal and external audits related to customer escapes
• Ensure proper distinction between containment, correction, and corrective action
• Reinforce disciplined RCCA practices across the organization

• Work closely with Operations, Planning, Customer…