Senior Manager Customer Quality

The Sr. Manager Customer Quality is part of the primary bridge between EnerSys 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 indirect teams across production, engineering, and logistics without direct reporting authority.
• Team Mentorship: You directly lead and upskill a team of Quality Engineers, establishing a culture of rigorous root-cause analysis (e.g., 8D, CAPA) and precise technical communication.
• Strong knowledge of quality management systems and their requirements. Ability to learn and understand the requirements of alternate quality systems standards such as ISO 9000, ISO 14001, TL9000 or IATF16949).
• Experience with Mechanical and Electrical assemblies and test techniques. Power Electronics, Lithium, IPC610 and 620 preferred.
• Must be a problem solver, self-starter able to prioritize and balance multiple tasks with no supervision.
• Highly proficient working knowledge of Microsoft Office Suite Programs (Word, Excel, Access, and Power Point). Experience with Power BI, SAP and PTC Windchill is preferred.
• Demonstrated high ethical standards to do the right thing the first time, every time.

SUPERVISORY RESPONSIBILITIES: Direct reports 3-5 Quality Engineers

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in Engineering (Electrical, Electronics or Mechatronics), or a highly related technical field.
• 7+ years of experience in a Quality Assurance environment and Customer-facing role.
• 3+ years of experience in Leadership with direct report role.
• Solid knowledge of quality systems (ISO9001, ISO14001, etc.)
  Training in related techniques such as Six Sigma, SPC, Lean Manufacturing, etc. would be a plus.

LANGUAGE SKILLS: Must have excellent communication skills both written and oral.

TRAVEL REQUIRED: Willingness to travel up to 30% to visit customer manufacturing plants, attend regional reviews, or handle urgent, on-site containment issues.