Customer Quality Manager

About the role

The Customer Quality Manager is the main point of contact for customer quality issues (product, process and software) across Brazil. The role works closely with sales teams, distributors and customers to capture quality concerns and drive them to resolution, coordinating communication between the field and business units and escalating critical matters. It also gives quality consultation and process guidance to sales teams and other stakeholders.

Key responsibilities

• Manage quality-related concerns and identify opportunities to improve quality processes, keeping customer satisfaction high
• Coordinate quality issues involving several business units and sales regions, and act as the single contact for assigned strategic accounts
• Analyse regional quality trends and issue-resolution metrics to engage proactively with key accounts
• Lead communication, coordinate stakeholders, escalate critical matters and drive urgent issues to resolution
• Collaborate across functions, lead project teams and follow up on time
• Manage multiple open issues, documenting action plans and tracking progress
• Educate field sales teams and distributors on quality processes and procedures, and support them in resolving commercial issues caused by product performance
• Maintain clear communication with sales leadership and business units on key issues, escalations and resolutions

Required profile

• Bachelor's or Associate degree, completed or nearly so
• At least 5 years of experience driving issue resolution and developing corrective action plans
• Proven ability to work with internal stakeholders and external customers, and to deliver results in a complex matrix organization
• Strong analytical and problem-solving skills, with a focus on preventive actions and timely resolution
• Availability for occasional travel within the region (about 10-20%)
• Preferred: engineering, business or related degree; knowledge of Rockwell Automation solutions or industrial automation; direct customer, sales and distributor experience

What we offer

• Hybrid work: at least three days per week in the office (Mondays, Tuesdays and Thursdays)
• Comprehensive mindfulness programs with a premium Calm membership
• Paid volunteer time off after 6 months, plus company volunteer and donation matching
• Employee Assistance Program and personalized wellbeing programs
• Digital course library for professional development and other local benefits