Head of Customer Quality and Support (Manufacturing Industry exp req)

Head of Customer Quality and Support (Manufacturing Industry exp req)
Location: Troy, OH
Salary: $130,000 - $150,000
Benefits: Medical, Dental, Vision, 401k w/ 4.5% Match, PTO, 12 Holidays, 
Job Type: Full-Time
Typical Hours: M–F 8:00 am – 4:30 pm (flexible start times)
Start Date: ASAP
Travel: Up to 20% (mostly air-travel) 
Sponsorship is not available
Relocation Assistance Available

Head of Customer Quality and Support (Manufacturing Industry exp req) Description

Our client, a leader in commercial equipment manufacturing, is seeking a Head of Customer Quality and Support to join their team in Troy, OH. Your role will blend engineering, customer service, and project management to ensure product uptime and continuous improvement. You will lead a team of six and oversee quality initiatives, customer support processes, manage quality improvement projects, and implement training strategies for field techs and third-party partners. Ideal candidates will bring strong project management experience, a background in engineering or quality, and a passion for continuous improvement. This is an exciting opportunity to work within a globally connected team that blends the resources of a large company with the autonomy and culture of a smaller, agile operation.

Head of Customer Quality and Support (Manufacturing Industry exp req) Responsibilities

•    Lead engineers focused on product support, quality, and customer satisfaction initiatives
•    Manage escalated customer issues and coordinate solutions
•    Improve product reliability through proactive quality measures
•    Collaborate with sales and service to address field performance issues
•    Implement customer training programs with internal and 3rd party teams
•    Analyze data to track and improve warranty and uptime metrics
•    Partner with engineering and sourcing teams on process improvements
•    Support service documentation and training materials
•    Drive accountability and coaching across the quality team
•    Present findings and project outcomes to executive stakeholders

Head of Customer Quality and Support (Manufacturing Industry exp req) Qualifications

•    Bachelor’s degree required
•    5+ years of engineering or quality management experience required
•    4+ years of manufacturing Industry experience required
•    2+ years of team management or leadership experience required
•    Direct customer interaction and issue resolution experience required
•    Project Management experience required
•    Ability reading technical drawings and specifications required