Customer Quality Lead

Job description

We're looking for a detail-oriented and analytical Customer Quality Lead to join our organization in La Tijera Guadalajara. This role acts as the key interface between customers and internal teams, handling quality issues, driving root cause analysis, and ensuring timely and effective corrective actions.

Key Responsibilities

Serve as the primary quality contact for customers for all product-related issues. Lead investigations of customer complaints and warranty returns, including failure analysis of electronic components. Coordinate and drive 8D problem-solving processes to ensure timely containment, root cause identification, and corrective actions. Ensure compliance with automotive standards such as IATF 16949, ISO 9001, and customer-specific requirements.

Monitor customer quality KPIs (PPM, warranty claims, complaints) and drive continuous improvement actions. PPAP submission into Customer Portal Participation and coordination in customer audits and ensure closure of findings. Collaborate with cross-functional teams (Manufacturing, Engineering, Supplier Quality, R&D). Ensure proper documentation and communication of quality issues and resolutions. Analyze trends and implement preventive actions to improve product reliability and performance.

Support field issue management and escalation handling. Establish and maintain strong customer relationships, conducting regular reviews of quality performance and improvement plans.

Qualifications

Bachelor’s degree in electrical engineering, Industrial Engineering or related field.

Understanding of: Automotive Core Tools (APQP, PPAP, FMEA, SPC, MSA), problem solving techniques, automotive standards such as IATF 16949 Excellent organizational and time management skills with the ability to manage multiple priorities. Organizational and project management skills. Effective cross-functional collaboration. Skilled in creating well-structured reports and visual presentations

Preferred skills and experience

Experience managing Customer Portals (STLA, Ford, GM, Honda, Nissan) Strong Customer focus and communication Skills 6+ Years of experience in: Automotive industry, Quality and/or Customer Quality Roles, Electronic Products. Strong written and verbal communication skills in English.