Owen Daniels
Customer Quality & Warranty Manager
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🚀 Customer Quality & Warranty Manager
📍 Gloucester | 💼 Permanent | ⏰ 40 hours per week
This is a unique opportunity to join a growing group of market-leading engineering businesses and play a key role in improving product quality, reliability, and customer satisfaction.
The Role
We are looking for an experienced Customer Quality & Warranty Manager to lead the customer quality and warranty function.
You will manage customer complaints, product failures, and warranty claims, leading investigations, identifying root causes, and implementing effective corrective actions to prevent repeat issues.
Working closely with Engineering, Manufacturing, Service, Supply Chain, and Product Management, you'll help drive improvements in product reliability and customer experience.
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Key Responsibilities
- Manage customer complaints, product failures, and warranty claims through to resolution.
- Lead root cause investigations and implement CAPA.
- Analyse warranty trends, field failures, and complaints to identify recurring issues.
- Investigate returned products and coordinate technical failure analysis.
- Monitor and reduce warranty costs and cost of poor quality.
- Produce quality and warranty KPI reports.
- Support supplier quality improvements where required.
- Drive continuous improvement and ensure lessons learned are incorporated into design and manufacturing.
- Provide technical quality support to customer service teams.
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About You
We're looking for someone with a background in manufacturing or engineering, with experience in:
- Customer Quality / Warranty Management
- Customer Complaints
- Root Cause Analysis & CAPA
- Quality Assurance
- Continuous Improvement
Experience with mechanical or electromechanical products, ERP/MRP systems, and Lean/Six Sigma would be advantageous.
Join a growing engineering group with an ambitious growth strategy, where you'll have the opportunity to make a real impact on product quality, customer satisfaction, and business performance.
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