Key Responsibilities Serve as the main point of contact for customer-related quality concerns, ensuring efficient issue resolution and proactive communication. Drive root cause analysis and problem-solving efforts using methodologies such as 8D, Five Whys, and similar frameworks. Maintain clear, timely, and professional correspondence with clients regarding investigations, corrective actions, and updates. Collaborate closely with internal teams — including Engineering, Production, and Projects — to investigate issues and implement preventative measures. Organise and support external audits, ensuring all findings are addressed and followed up effectively. Track customer feedback and satisfaction indicators, using data insights to lead improvement initiatives. Support compliance with relevant quality management standards (e.g. ISO 9001, IPC Class 3 or equivalent). Coordinate internal review processes (e.g. Material Review Boards) and oversee closure of non-conformances. Promote a culture of quality across operations, encouraging high standards and continuous improvement. Ensure all activities align with company-wide policies for health, safety, quality, and sustainability. Experience & Skills Required Prior experience in a quality-focused role within a technical or manufacturing environment, ideally related to electronics or high-reliability products. Strong background in customer support or client-facing quality resolution. Competent in quality and process improvement tools (e.g. 8D, 5Y, SPC, Pareto analysis, Fishbone diagrams, Six Sigma). Excellent interpersonal and communication skills — capable of managing expectations across technical and non-technical stakeholders. Demonstrated ability to influence cross-functional teams and drive initiatives to resolution. Knowledge of lean manufacturing principles and continuous improvement processes. Degree or equivalent experience in Engineering, Manufacturing, or a related technical discipline . Highly organised, analytical, and detail-oriented. Proactive and practical mindset with a strong focus on solutions and customer satisfaction. Comfortable working independently and handling multiple projects or deadlines simultaneously.