Customer Warranty Quality Manager

Customer Warranty Quality Manager - Europe

Quality

Coventry

Full time, permanent

Job Purpose

As the Customer Warranty Quality Manager for European customers, you will be responsible for developing the relationship with the customer and for ensuring that all customer product concerns are addressed in an exceptional manner. You will lead a team of quality engineers to service the requirements of customers based in Europe for products that have passed through into serial production and warranty. Together, with your team and cross functional business partners, you will set up and optimise processes and systems that allow you to analyse customer product returns, instigate necessary sorting actions, document progress with the customer and drive internally the voice of the customer. You will also work with your counterparts responsible for other regions to maintain consistency and drive operational performance improvements. Finally, you will act as the first level of escalation for the customer in case of additional support requirements.

Key Duties & Responsibilities:

• Lead the customer product warranty management function for all Agratas European Customers.
• Develop and maintain positive relationships with key customer quality management stakeholders.
• Disciplinary responsibility for customer quality team (Europe).
• Establish and optimise processes and systems to analyse customer product returns, instigate necessary sorting actions, document progress and report back to the customer.
• Provide accurate data regarding the scope, severity and cost of the quality landscape.
• Ensure round the clock operational readiness for all customer quality and warranty related equipment, facilities, services, and third party providers.
• Represent the voice of the customer internally to ensure customer requirements are fulfilled.
• Actively monitor product quality performance & customer satisfaction.
• Collaborate with your other regional customer quality managers to maintain consistency and drive operational performance improvements.
• Benchmark Agratas quality performance with internal and external quality/market benchmarks.
• First level of escalation for the customer in case of additional support requirements.

Qualifications & Experience:

• 5+ years experience in product concern management, ideally leading a customer quality or warranty management function.
• 5+ years experience in a people leadership role within the manufacturing, FMCG or pharma industry
• Educated to Degree level in an Engineering or Quality related subject.

At Agratas we strongly believe that people are at their best when they feel supported and happy in their workplace. To that end we continue to cultivate a diverse workforce which protects the individuality of each employee. We therefore warmly welcome applicants from any race, gender, sexuality, and ability.

Should you have a preference in how your suitability is assessed for this role or require any reasonable adjustments please let the Talent Acquisition team know.