Futures are looking to appoint an experienced Quality Manager to lead quality assurance, customer support, and continuous improvement activities within a manufacturing environment. This role is responsible for ensuring products and services meet established quality standards while delivering an exceptional aftersales experience for customers.
Key Responsibilities
* Develop, implement, and maintain quality and business management systems and procedures.
* Lead internal and external audits, ensuring compliance with ISO standards and industry regulations.
* Analyse quality data, identify root causes, and drive corrective and preventive actions to improve operational performance.
* Manage customer complaints, warranty claims, and aftersales support cases from initial enquiry through to final resolution.
* Act as the main point of contact for customers regarding technical aftersales enquiries and complaint handling.
* Coordinate cross-functional investigations and ensure effective communication with customers throughout the resolution process.
* Monitor and report key aftersales and quality performance metrics.
* Drive continuous improvement initiatives to enhance efficiency, reduce defects, and improve customer satisfaction.
* Attend customer and site meetings as required.
Skills & Experience
* Proven leadership and management experience within a quality, aftersales, or customer support function in a manufacturing environment.
* Strong knowledge of quality management systems and continuous improvement methodologies such as Six Sigma, Lean Management, or TQM.
* Expertise in ISO standards, audits, compliance, and corrective action processes.
* Excellent communication and stakeholder management skills, with the ability to liaise confidently with customers and internal teams.
* Strong analytical and problem-solving abilities with a hands-on approach.
* Experience within electrical engineering, power distribution, heavy industrial manufacturing, or a similar technical engineering environment would be highly advantageous.
* Experience using ERP/MRP systems is desirable.
* Ability to manage multiple priorities and work effectively to strict deadlines.
Full UK driving licence required
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