Customer Quality Engineering Manager

The Customer Quality Engineering Manager at Hyper Solutions is responsible for leading Hyper’s customer quality function and ensuring effective resolution of product and service quality issues impacting customers. This role oversees customer complaint management, root cause investigations, and corrective actions to improve product performance and customer satisfaction. This position plays a critical role in protecting customer relationships and strengthening product reliability as Hyper scales. The Customer Quality Engineering Manager works cross-functionally with service, engineering, operations, and sales teams to resolve issues quickly, reduce recurring problems, and implement long-term improvements. Core Responsibilities Lead the Customer Quality Department and oversee resolution of customer-reported quality issues. Manage customer complaint investigations and ensure timely resolution of quality concerns. Lead root cause analysis investigations in partnership with engineering and operations teams. Implement corrective and preventive actions to reduce recurring product or service quality issues. Monitor customer complaint trends and drive improvement initiatives to improve product performance. Partner with service, engineering, and sales teams to ensure effective communication and resolution of customer concerns. Represent Hyper in customer discussions related to quality issues when required. Additional Responsibilities Quantify the financial impact of customer quality issues and support improvement initiatives. Develop and maintain reporting systems and dashboards to track customer quality metrics. Manage multiple quality investigations and projects simultaneously in a fast-growing environment. Support continuous improvement initiatives related to product reliability and customer satisfaction. Provide leadership, mentoring, and direction to the customer quality team. What You’ll Be Doing Day-to-Day Reviewing customer complaints and coordinating investigations with engineering and service teams. Leading root cause analysis using structured problem-solving methodologies. Tracking corrective actions and ensuring resolution timelines are met. Monitoring quality trends and identifying systemic improvement opportunities. Communicating issue status and corrective actions to internal teams and customers. Preparing reports and dashboards for leadership review.