Quality and Customer Experience manager

Quality & Customer Support Manager

Location: Bengaluru

Experience: 7–11 Years

Pay: 8LPA to 10LPA

Industry: Electronics / Electrical Manufacturing / EMS / IT Hardware / Refurbishment

About the Role

NewJaisa Technologies is looking for a strong Quality & Customer Support Manager to lead the Quality Control and Customer Support functions across our IT hardware refurbishment and manufacturing operations.

The role requires a hands-on quality professional who can build robust inspection, testing, failure analysis, repair-quality and customer complaint processes for products such as Laptops, Desktops, Servers, Motherboards, LCDs, RAM, SSDs, Batteries, Keyboards, Chargers and other electronic components.

Key Responsibilities

• Lead end-to-end Quality Control, Quality Assurance and Customer Support operations.
• Establish Incoming Quality Control (IQC), In-Process Quality Control (IPQC) and Outgoing Quality Control (OQC) standards.
• Define inspection criteria, sampling plans, AQL, test procedures and acceptance/rejection standards.
• Drive functional testing, electrical/electronic testing, burn-in testing, performance validation and final QC of refurbished IT hardware.
• Establish quality checkpoints across diagnosis → repair → refurbishment → testing → grading → dispatch.
• Drive Failure Mode Analysis, RCA, 8D, CAPA, FMEA, 5-Why, Fishbone and Pareto analysis for recurring defects.
• Analyze DOA, DOR, RMA, warranty returns, repeat failures and customer complaints and drive permanent corrective actions.
• Reduce rejection, rework, repeat repairs, warranty claims and customer returns through data-driven quality improvement.
• Develop and monitor FPY, RTY, PPM, DPPM, RMA %, defect rate, rework %, warranty return rate and complaint closure TAT.
• Lead customer complaint investigation and technical escalation management, including RCA/8D reports and closure.
• Work closely with Production, Refurbishment, Repair, Engineering, Procurement, Warehouse and B2B teams to resolve quality issues.
• Establish SOPs, Work Instructions, Inspection Checklists, Quality Gates and Control Plans.
• Conduct internal process audits and support customer/vendor audits and ISO 9001 compliance.
• Drive Supplier Quality Management (SQM) for critical components and refurbished parts.
• Develop quality dashboards and present Quality & Customer Support MIS to senior management.
• Build, train and manage a high-performing Quality and Customer Support team.

Technical Expertise Required

Mandatory hands-on exposure to:

IQC | IPQC | OQC | AQL | SPC | FMEA | Control Plan | 8D | RCA | CAPA | 5-Why | Fishbone | Pareto | MSA | Process Audit | Product Audit | ISO 9001 | RMA | Warranty Analysis | Failure Analysis | Root Cause Analysis | Continuous Improvement

Experience with electronics/IT hardware testing, PCBA, motherboard-level diagnosis, component failure analysis, electrical/electronic testing and repair/refurbishment quality will be highly preferred.

Customer Support Responsibilities

• Own the complete Customer Complaint → Investigation → RCA → Corrective Action → Closure cycle.
• Define and monitor customer complaint TAT and escalation matrix.
• Analyze customer failure trends and identify systemic product/process issues.
• Coordinate technical resolution for B2B and enterprise customers.
• Ensure timely RMA, replacement, repair and warranty case closure.
• Track CSAT, repeat complaints and warranty trends and convert customer feedback into process improvements.

Candidate Profile

• 7–11 years of experience in Quality, preferably from EMS, Electronics Manufacturing, Electrical Manufacturing, PCBA, IT Hardware or similar industries.
• BE/B.Tech in Electronics / ECE / EEE / Electrical / Mechanical / Production or related engineering discipline.
• Strong experience in Quality Team Management + Customer Quality/Complaint Management.
• Should have managed a Quality function independently, not only worked as a Quality Engineer.
• Strong analytical, problem-solving and leadership capabilities.
• Must be comfortable working on the shop floor and with technical/product-level quality issues.
• Experience in refurbishment, repair, electronics testing, IT hardware or lifecycle management will be a strong advantage.

Key Performance Metrics

FPY | DPPM/PPM | Rejection % | Rework % | RMA % | Warranty Return % | Repeat Failure % | Customer Complaint TAT | CAPA Closure | Audit Compliance | Customer Satisfaction