Quality Supervisor – Customer Support

About the role

The Quality Supervisor (Customer Support) will support the warranty process and drive customer satisfaction across the Haina Campus and other assigned sites. The role monitors quality metrics, conducts assessments, and leads continuous‑improvement initiatives while ensuring compliance with internal procedures and the Quality Management System.

Key responsibilities

• Authorize warranty claims, assign RMA suffixes and generate replacement orders for multiple facilities.
• Monitor daily evaluation and closure of warranty complaints, ensuring timely processing.
• Coordinate warranty technicians and customer replacement orders to meet daily targets.
• Lead customer complaint resolution, prepare evaluation reports with root‑cause analysis and CAPA verification.
• Communicate timely feedback to customers and distribute complaint notifications and quality alerts.
• Analyze process‑related quality issues, develop action plans and track completion.
• Implement continuous‑improvement projects within the warranty area and improve rebill processes.
• Maintain claim receipt‑to‑checking cycle within performance targets and support analysis of warranty charges.

Required profile

• Bachelor’s degree in industrial, electrical, electromechanical engineering, business administration or related field.
• Minimum 1 year experience in quality, warranty, manufacturing or customer‑quality roles; supervisory experience preferred.
• Experience handling customer complaints, warranty processes, root‑cause analysis, CAPA management and continuous‑improvement activities.
• Full bilingual proficiency in English and Spanish.
• Proficiency with Microsoft Office, Access and AS400.

Required skills

• Microsoft Office (Word, Excel, PowerPoint)
• Microsoft Access
• AS400 system
• Lean tools
• Six Sigma methodology
• Technical statistics
• ISO 9001 auditing (plus)