Quality head (Customer Complaint handling)(Electronic Manufacturing)

Role & responsibilities

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Key Responsibilities

Quality Leadership & Governance

• Provide overall leadership and strategic direction for quality across all Standex Grid manufacturing units in India
• Act as the primary authority and escalation point for all quality-related matters across the region
• Establish and enforce standardized quality processes, systems, and governance across all sites
• Ensure alignment with global Standex Electronics quality policies, frameworks, and objectives

Global Quality Strategy & Alignment

• Act as an active member of the global quality management team, contributing to the development of the global

quality strategy and represent Grid India in global quality forums, providing input, feedback, and regional

perspective

• Ensure effective deployment, implementation, and sustainment of global quality strategies, initiatives, and

standards across all manufacturing units. Identify regional gaps, risks, and opportunities, and feed them back into

the global quality roadmap

• Drive alignment between global quality objectives and regional execution, ensuring consistency in processes, KPIs,

and reporting.

Quality Management System (QMS) & Compliance

• Ensure effective implementation, maintenance, and continuous improvement of the Quality Management System.

Drive audit readiness across all sites and lead internal, external, and customer audits

• Ensure compliance with customer-specific requirements, regulatory standards, and corporate policies
• Oversee documentation control, traceability, and quality record integrity across manufacturing units

Operational Quality (QA & QC)

• Oversee all quality assurance and quality control activities, including incoming, in-process, and final inspection
• Ensure robust implementation of control plans, inspection standards, and process quality controls
• Drive process discipline and standardization to ensure consistent product quality across all sites
• Ensure timely identification, containment, and disposition of non-conforming material

Non-Conformance Management & RCCA

• Establish and enforce structured non-conformance management processes across all manufacturing units
• Lead and govern root cause analysis (RCA) and corrective and preventive action (CAPA/RCCA) processes
• Ensure effectiveness and sustainability of corrective actions to prevent recurrence
• Drive a data-driven approach to problem solving and quality improvement

Customer & Supplier Quality Management

• Act as primary interface for key customer quality matters, including complaints, escalations, and audits
• Ensure timely and effective resolution of customer complaints using structured methodologies (e.g., 8D)
• Oversee supplier quality performance and drive improvement initiatives in collaboration with procurement and

SQE teams

• Ensure effective communication and alignment with customers, suppliers, and internal stakeholders

Multi-Site Alignment & Standardization

• Drive harmonization of quality processes, systems, and KPIs across all Grid India manufacturing units. Establish

cross-site coordination mechanisms to ensure alignment and transparency

• Ensure consistent implementation of best practices and lessons learned across sites
• Support scalability and integration of new manufacturing sites or expansions

Continuous Improvement & Performance Management

• Drive continuous improvement initiatives to reduce defects, scrap, rework, and cost of poor quality
• Monitor and analyze key quality KPIs (PPM, FPY, COPQ, audit results, etc.) across all sites
• Identify systemic issues and implement cross-functional improvement programs
• Support Lean, Six Sigma, and operational excellence initiatives across manufacturing
• Team Leadership & Capability Development
• • Lead, develop, and align quality teams across all manufacturing units in the region
• • Define organizational structure, roles, and competency requirements for site quality teams
• • Build strong technical capability in quality tools, methods, and systems
• • Foster a culture of quality, accountability, and continuous improvement across operations
• Qualifications & Experience
• Education
• • Bachelors degree in engineering, manufacturing, quality, or a related technical field required
• • Master’s degree (e.g., MBA or Engineering) preferred
• Required Experience
• • 10+ years of experience in manufacturing quality, quality management, or operational quality leadership
• • Strong background in Quality Management Systems and regulatory compliance
• • Demonstrated experience in customer quality management, including handling escalations, complaints, and audits
• • Solid track record in root cause analysis (RCA), RCCA/CAPA implementation, and problem-solving methodologies
• (e.g., 8D)
• • Experience managing supplier quality performance and driving supplier development initiatives
• • Proven experience in leading internal, external, and customer audits
• • Experience working in a global organization, with exposure to cross-regional collaboration and global governance
• structures