Customer Quality Manager

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We are seeking a Customer Quality Manager to join our regional Quality team.

This role is based in Hengelo, the Netherlands, with hybrid working arrangements available.

In this role, you will be responsible for ensuring high levels of customer satisfaction by effectively resolving customer quality issues and continuously improving quality performance against defined KPIs. You will play a critical role in projects by ensuring customer requirements are clearly understood, accurately translated into quality standards, and consistently implemented throughout the project lifecycle. Additionally, you will lead quality improvement and prevention initiatives, drive root-cause analysis and corrective actions, and manage a team of Customer Quality Engineers to achieve operational excellence and customer expectations.

Key Responsibilities:

Customer Quality Management

Manage the quality of the ESS business unit through the customer problem-solving process, from FWT through installation to serial life, for a business with a turnover of €400M, growing to €800M, with a team of Quality Engineers.

Quality team and business management

Responsible for delivering the quality objectives across the ESS business unit: problem solving, problem prevention, and customer satisfaction.

Monitor the quality levels achieved in projects after FWT.

Lead, manage, and develop the team of Quality Engineers. Act as a role model.

Provide coaching and mentoring on Problem Solving (8D), Quality Management (Six Sigma), Auditing, Continuous Improvement, etc., in collaboration with factory and R&D teams.

Business and process development

Participate in the business growth of Eaton ESS by deploying quality capacity expansion.

Develop key quality processes: problem solving, information flow, and quality systems.

Capture lessons learned across the regional scope and leverage them to build a quality culture.

Lead quality process assessments and development initiatives.

Mentor project team participants on quality tools and methods to promote offer robustness and customer satisfaction.

Participate in best-practice sharing within the quality team and across the organization.

Customer satisfaction

Lead and participate in assigned customer-site and supplier audits.

Maintain regular contact and relationships with the Sales and Technical Support teams in sales offices.

Maintain direct contact with customers to understand their needs, applications, and expectations.

Participate in customer visits when required.

Contribute to achieving zero safety-related issues, maximizing customer satisfaction, and fulfilling project goals in terms of quality, cost, and lead time.

Participate in FAT, FAI, FWT activities and customer audits when required.

Contribute to the definition of customer quality requirements.

Ensure the Voice of the Customer is captured and followed throughout the organization.

Problem solving, incident management and root cause analysis

Resolve customer issues in a timely manner based on prioritization criteria (issue type, customer criticality, and commercial context).

Use 8D, A3, and other problem-solving techniques.

Lead problem resolution from the beginning by assuming ownership, driving the 8D process, leading cross-functional teams, communicating with customers, and implementing improvements in Eaton products and processes.

Carry out and lead analyses, including internal laboratory analysis, customer-site analysis, and supplier analysis.

Prepare reports to communicate root-cause findings and action plans to sales offices and customers.

Preventive and proactive quality

Ensure problem prevention and sustained quality improvement by addressing identified root causes.

Capture lessons learned following problem-solving activities and leverage them to strengthen the quality culture.

Contact points

Customers, Country Sales Offices, Product Management, R&D, Manufacturing Plants, Suppliers.

Key KPIs

Customer Satisfaction, Response Lead Time, Report Quality, Failure and Warranty Rates, CONC.

Qualifications:

M.Sc. degree in Engineering, Electrical Engineering, Electronics, Mechatronics, Industrial Engineering, or a related technical discipline.

Minimum of 10 years of professional experience in Customer Quality, Quality Management, Electrical Products, or Product Engineering environments.

Proven experience in customer quality management, customer complaint resolution, and root-cause analysis processes.

Strong knowledge of quality methodologies and tools, including 8D, A3, Six Sigma, auditing, and continuous improvement.

Experience leading cross-functional teams within complex, international matrix organizations.

Strong customer-facing experience, with the ability to manage escalations and build long-term customer relationships.

Excellent interpersonal, communication, and presentation skills.

Ability to communicate effectively with customers, sales offices, senior management, and international stakeholders.

Demonstrated leadership capabilities, with experience coaching, mentoring, and developing teams.

Strong customer advocacy mindset, with a high sense of urgency in addressing critical customer issues and acting as a role model for customer-centric ways of working.

Fluent English, both written and spoken (must-have).

Experience in the electrical industry, energy sector, or industrial products environment is highly desirable.

What we offer:

Competitive compensation and benefits package

Challenging projects in dynamic collaborative team

Flexible working solutions

We make your aspirations matter – Eaton encourages internal promotion, whenever possible

We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University

We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.

We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

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