Quality Supervisor (Customer Support)

Eaton
Dominican Republic
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: bachelorsSkills: ["Strategic thinking","Leadership","Getting results","Root cause analysis","Continuous improvement"]

Support the warranty process and improve customer satisfaction by monitoring quality metrics, performing quality assessments, and driving continuous improvement. Authorize warranty claims and manage RMAs and replacement orders across multiple facilities, coordinate warranty technicians to meet daily targets, and lead customer complaint resolution with root-cause analysis and CAPAs. Provide customer-facing updates, analyze complaint and warranty charge trends, and maintain performance targets within the warranty workflow.

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Eaton
Eaton
1 week ago

Quality Supervisor (Customer Support)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 50 minutes agoStatus: Live

Job Summary

Support the warranty process and improve customer satisfaction by monitoring quality metrics, performing quality assessments, and driving continuous improvement. Authorize warranty claims and manage RMAs and replacement orders across multiple facilities, coordinate warranty technicians to meet daily targets, and lead customer complaint resolution with root-cause analysis and CAPAs. Provide customer-facing updates, analyze complaint and warranty charge trends, and maintain performance targets within the warranty workflow.
Location: Dominican Republic
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Support the warranty process and enhance customer satisfaction by monitoring quality metrics, conducting quality assessments, and ensuring compliance with internal procedures and the Quality Management System.
  • •Authorize warranty claims, assign RMA return suffixes, generate replacement orders, and apply facility-specific claim authorization requirements.
  • •Monitor and ensure timely daily evaluation and closure of warranty complaints for Haina facilities.
  • •Coordinate processing of customer replacement orders and coordinate warranty technicians to meet daily targets and priorities.
  • •Lead customer complaint resolution: prepare customer-facing evaluation reports with root cause analyses and CAPAs, verify effectiveness, communicate feedback and quality alerts, and track actions to completion.

Key Requirements

  • •Bachelor’s degree in industrial, electrical, electromechanical engineering, business administration, or another science field.
  • •Minimum 1 year of experience in quality, warranty, manufacturing, or customer-quality roles; experience supervising people preferred.
  • •Experience handling customer complaints, warranty processes, quality systems, root cause analysis, CAPA management, and continuous improvement.
  • •Full bilingual (English/Spanish).
  • •PC knowledge in Microsoft Office, Access, and AS400; knowledge of Lean tools and Six Sigma/technical statistics; ISO 9001 Auditor knowledge is a plus.
Experience:1+ yearsQualityWarrantyManufacturingCustomer quality
Education:Bachelor's in industrial, electrical or electromechanical engineering, business administration or other science
Skills:Strategic thinkingLeadershipGetting resultsRoot cause analysisContinuous improvement
Certifications:ISO 9001 Auditor
Languages:EnglishSpanish
Tech Stack:Microsoft OfficeAccessAS400EQMSLean toolsSix SigmaISO 9001CAPARMAWarranty Policy

Company Brief

Eaton
Designs, manufactures, and distributes electrical components, power management systems, and industrial equipment for energy, aerospace, vehicle, and industrial markets worldwide, focusing on efficiency, safety, and sustainability.
Industry: Industrial Machinery
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dublin, Ireland
Founded: 1911
WebsiteLinkedIn