Senior Manager Customer Quality

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Requisition

Location:

Suwanee, GA, US, 30024 Reading, PA, US, 19605

Home-based Position:
No

Regular/Temporary:
Regular

Job Type: Full-Time

Job Description:

Ener Sys®is an industrial technology leader serving the global community with mission critical stored energy solutions that meet the growing demand for energy efficiency, reliability and sustainability. We are driven by a passion to provide people everywhere with accessible power to help them work and live better. Our people are our strength, an endless resource for innovation, insight and enthusiasm.

This position will report to our Ener Sys Energy Systems business, which servesthe telecom, cable broadband, industrial, renewable, and data center markets. Our portfolio combines our stored energy expertise with power systems, enclosures, and renewable energy products to deliver world-class solutions for diverse applications such as 5G, broadband, Internet of Things (IoT), data center, and solar power. Our cutting-edge technology includes Lithium batteries, Fault Managed Power Systems, and Extended Run Time battery backup systems that improve the reliability and resiliency of broadband networks.

Ener Sys has over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA , USA with regional headquarters in Europe and Asia. Some of our brands include Power Safe, Data Safe, and Genesis batteries;
Cordex power; and Outback Power renewable energy products. With sales and service locations throughout the world, and over 100 years of battery experience, Ener Sys is the power/full solution for stored DC power products.

Learn More About Energy Systems

The Sr. Manager Customer Quality is part of the primary bridge between Ener Sys and Customers. The core mission is to ensure that all products, services, and processes align or exceed with customer expectations, industry certifications, and regulatory requirements. This role acts as Voice of Customer and the primary point of contact for customer-facing quality issues, directing the Quality Management System (QMS) frameworks to meet or exceed client standards.

This role manages the resolution of customer complaints through root-cause analysis, leads customer audits, collaborates cross-functionally to drive continuous improvement, protect the company’s reputation, and maximize customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Primary Interface:
  Serve as the main technical and quality liaison between external Customers, Operations, Supply Chain and support functions.
• Complaint Resolution:
  Proven track record of managing the escalation and formal resolution of customer quality issues utilizing industry-standard problem-solving methodologies (e.g., 8D, A3, CAPA, 5 Why, Fishbone).
• Feedback Loops:
  Solicit and evaluate customer feedback, translating reviews and performance scorecards into actionable internal metrics.
• Field Action Management:
  Coordinate containment actions, sorted inventory controls, and product recall evaluations when field defects occur.
• Audit Leadership:
  Lead external customer site audits and prepare internal structures for global standards compliance (e.g., ISO 9001, IATF 16949, AS9100).
• Quality Agreements:
  Work with Sales, negotiate and oversee customer-specific quality agreements, service level agreements (SLAs), and compliance standards.
• APQP & Project Launch:
  Lead Advanced Product Quality Planning (APQP) protocols for lower Horizon Projects and support NPI/SPT team on Higher Horizon Projects (i.e:
  Warranty & Service Plans, PFMEA, Control Plans, and Production Part Approval Process (PPAP) submissions.
• Supply Chain: work closely with Supplier Quality team cascading Customer and Product requirements to Suppliers. Guide SQE team when Customer issues are potentially caused by Suppliers. Monitor and report performance of sister Plants that supplies to LoB Customers.
• Performance Tracking:
  Analyze customer quality metrics (e.g., PPM defect rates, cost of poor quality) to generate reports for executive leadership.

• Negotiation & Diplomacy:
  Exceptional communication skills with the ability to manage high-pressure, sensitive situations with frustrated clients.
• Cross-Functional Influence:
  Proven ability to lead direct and…