Quality Supervisor (Customer Support)

Job description

Eaton’s ADMIN Administrative division is currently seeking a Quality Supervisor (Customer Support).

What you’ll do

PRIMARY FUNCTION: Support the warranty process and enhance customer satisfaction across the Haina Campus and other assigned locations by monitoring quality metrics, conducting quality assessments, supporting continuous improvement initiatives, and ensuring compliance with internal procedures, the Warranty Policy, EQMS requirements, and all other elements of the Quality Management System.

ESSENTIAL FUNCTIONS

1\. Authorize warranty claims, assign RMA return suffixes, and generate replacement orders for RE claims from Beaver, Haina (MCCB/MCB/ICD), Arecibo, Juarez, and El Paso. 2\. Understand and consistently apply claim authorization requirements for each supported facility, including credit and replacement authorization requirements for Haina MCCB, which directly affect CONC warranty charges. 3\. Monitor and ensure the timely daily evaluation and closure of warranty complaints for Haina (MCCB/MCB). 4\.

Coordinate and support the processing of customer replacement orders. 5\. Coordinate warranty technicians to ensure daily targets and priorities are met. 6\. Coordinate customer complaint resolution efforts; prepare customer-facing evaluation reports that include root cause analyses and related CAPAs; and verify the effectiveness of corrective and preventive actions. 7\. Provide customers with timely feedback regarding complaints, quality escapes, and CAPAs, and generate and distribute complaint notifications and quality alerts to internal and external customers. 8\.

Analyze process-related quality issues, including metric trends and failures; develop action plans; and track actions through completion. 9\. Develop and implement continuous improvement projects within the warranty area. 10\. Reintegrate products to improve Warranty Charge performance and related metrics, and implement process improvements to enhance the rebill process. 11\. Maintain the claim receipt-to-checking cycle within divisional performance targets. 12\.

Support the analysis of warranty charges affecting the plant’s CONC. 13\. Support trend analysis related to customer complaints. #LI-MB2

Qualifications

SPECIALIZED KNOWLEDGE: 1\. Bachelor’s degree on industrial, electrical or electromechanical engineering, business administration or other science. 2\. Minimum 1 year of experience in quality, warranty, manufacturing, customer quality related roles or in similar positions. Experience supervising people. Experience working with customer complaints, warranty processes, quality systems, root cause analysis, CAPA management, and continuous improvement activities is preferred. 3\.

Full Bilingual (English / Spanish) 4\.

PC knowledge

Microsoft Office, Access, and AS400. 5\.

Knowledge

Lean Tools, 6 Sigma and Technical Statistics 6\. ISO 9001 Auditor as a plus 7\.

Competencies

Thinks and Acts Strategically,Gets Results Through Self and Others,Builds Organizational Capabilit),Demonstrates Eaton’s Leadership Style 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.