Customer Quality and Warranty Manager in Gloucester

We are looking for an experienced Customer Quality and Warranty Manager to join Dutypoint Limited in Gloucester. This role will lead the customer quality and warranty function, managing customer complaints, product failures and warranty claims while driving improvements in product quality, reliability and customer satisfaction.

Responsibilities

• Manage customer quality issues and warranty claims from receipt through to resolution.
• Lead root cause investigations using structured problem-solving methods.
• Develop and implement Corrective and Preventive Actions (CAPA).
• Analyse warranty trends, customer complaints and field failures to identify recurring issues.
• Work closely with Engineering, Manufacturing, Service, Supply Chain and Product Management teams to improve product reliability.
• Identify opportunities to reduce warranty costs through effective investigation and corrective action.
• Ensure customer concerns are responded to within agreed service levels.
• Produce KPI reports covering customer complaints, warranty spend, failure rates, cost of poor quality and response and closure times.
• Support supplier quality improvement activities where component failures are identified.
• Review returned products and coordinate technical failure analysis.
• Maintain quality documentation and ensure lessons learned are incorporated into design and manufacturing processes.
• Lead continuous improvement projects to reduce defects and improve the customer experience.
• Coach and support customer service teams on technical quality matters.

Knowledge and skills

• Proven experience within customer quality, warranty or quality assurance.
• Experience within a manufacturing or engineering environment.
• Strong knowledge of warranty management and product lifecycle processes.
• Experience managing customer complaints and warranty claims.
• Strong understanding of CAPA and root cause analysis techniques.
• Excellent data analysis, reporting and problem-solving skills.
• Strong communication and stakeholder management skills.
• Experience working cross-functionally with Engineering, Production and Customer Service teams.
• Experience with ERP/MRP systems.
• Knowledge of mechanical or electromechanical products would be advantageous.
• Experience with Lean or Six Sigma methodologies would be desirable.