Customer Quality & Claim Manager

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SMA Solar Technology

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Rocklin, CA, United States

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27 days ago

The Customer Quality & Claims Manager is responsible for the substantial timely management and coordination of any customer related Quality topics as well as Claims within defined value stream.


  • Leads and drives quality activities by providing complete problem resolution of product failures.
  • Supervises and manages special projects as needed or required.
  • Initiate, manage the verification process of product problems or failures in a global network, participates and drives corrective actions utilizing the 8d step process.
  • Manages and coordinates remedial actions with Supplier Quality Engineers, Engineering, Field Service personnel as required in resolving product quality issues.
  • Tracks and follows up on quality-related actions with all involved functions (Sales, Service, Production, Development).
  • Interface with customers for continuous quality improvement.
  • Participate in on-site evaluations of fielded non-conforming products.
  • Applies statistical methods for tracking, trending, and analyzing quality data from end user non-conforming products.
  • Participates in the planning and execution of product audits upon request.
  • Prepares documentation for decision making process within global Quality Circle processes.
  • Interfaces with international colleagues in the continual improvement of product/system/solution quality.
  • Analyses, execute sand supervises regional customer claims in cooperation and close harmonization with the global Claim Management according to global Claim process and Legal department.
  • Other duties as may be assigned.


  • A bachelor’s degree from a 4-year college or university (Mechanical, Electrical, Quality, Materials, or Industrial Technology) is preferred.
  • In lieu of a college degree, 5 years’ experience with increasing responsibilities in the Quality Assurance.


  • At least 4 years of experience in the customer quality field.


  • Expertise in 8D process for corrective action and “5-Why” methodology, Ishikawa diagramming, and Pareto analysis.
  • Profound project management skills especially including action tracking.
  • Deep communication skills in negotiations with critical / opposing parties.
  • Ability to present information to formal mid/high-level management boards on quality issues.
  • Certified Quality Engineer (CQE) is preferable.
  • Strong skills in office suite: Word, Excel (Pivot tables), Project, PowerPoint, and statistical software packages.
  • Electronics or mechanical background with a good perception for systems / software.
  • Ability to travel.
  • Working knowledge in SAP and CRM is a plus.

Job Type: Full-time

Pay: $95,000.00 - $130,000.00 per year


  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Relocation assistance
  • Tuition reimbursement
  • Vision insurance


  • 8 hour shift

Ability to commute/relocate:

  • Rocklin, CA 95765: Reliably commute or planning to relocate before starting work (Required)


  • Bachelor's (Required)


  • customer quality field: 4 years (Required)

Work Location: Hybrid remote in Rocklin, CA 95765