Customer Quality Manager

G.S. Precision is a global leader in the manufacture of critical components for the Aerospace and Defense Industries. We are a team of 700 dedicated people in facilities totaling 230,000 square feet in four integrated locations. We leverage our 60+ years of experience along with investments in the latest technologies to engineer processes that yield consistent and competitive results with superior quality.

Our culture is based on our Company Values which include Transparent Accountability, Humility, Customer Focused, Empathy, and Inclusiveness. These values guide all levels of the organization when communicating with our customers and each other. They help us to reach our goals, and grow our business and to hire great talent!

We offer a competitive benefits package, which includes but not limited to:

Comprehensive Health, Dental and Vision Care Coverage

Company Paid Life and AD&D Insurance

Company Paid Short-Term Disability

401 (k) Matching Retirement Plan

Employer Funded Health Reimbursement Account

Flexible Spending Account

Paid Holidays

Generous Paid Time Off

Dependent Care Spending Account

Employee Assistance Program

Educational Assistance Program

Employee Referral Bonus

Safety Shoe Allowance

Prescription Safety Glasses Program

Shift Differentials for 2nd and 3rd Shifts

Bereavement Leave

Customer Quality Manager

On-Site Brattleboro, VT

Leadership Role Overview

The Customer Quality Manager serves as a strategic leader responsible for driving customer-focused quality initiatives across the organization. This role ensures that products, services, and business processes consistently meet or exceed customer expectations while maintaining compliance with applicable industry standards and regulatory requirements. The Customer Quality Manager leads cross-functional efforts to strengthen customer relationships, improve organizational performance, foster a culture of quality excellence, and develop team capabilities that support long-term business objectives.

This position provides leadership to quality personnel and influences teams across Operations, Engineering, Sales, Program Management, Supply Chain, and external partners to proactively identify risks, resolve customer concerns, and implement sustainable improvements.

Key Responsibilities

Customer Quality Leadership

• Develop,      establish, and communicate the organization's customer quality vision,      objectives, and performance metrics aligned with business goals. 
• Lead      the Customer Quality function and provide direction, coaching, and      development to quality team members. 
• Build      a culture of accountability, customer focus, and continuous improvement      throughout the organization. 
• Serve      as the primary escalation point for significant customer quality issues      and drive timely resolution. 

Customer Relationship Management

• Act as      the primary quality representative for customers regarding product      performance, quality concerns, audits, and corrective actions. 
• Develop      and maintain strong relationships with customers to understand      expectations and proactively address emerging concerns. 
• Collaborate      with commercial and program teams to enhance customer satisfaction,      loyalty, and retention. 

Quality Systems and Compliance

• Ensure      products, services, and processes comply with applicable standards and      regulatory requirements, including AS9100, Nadcap, customer-specific      requirements, and other relevant industry standards. 
• Establish,      maintain, and continuously improve policies, procedures, work      instructions, and documentation supporting the Quality Management System. 
• Lead      customer audits, regulatory inspections, and certification activities      while ensuring effective closure of findings. 

Cross-Functional Leadership

• Partner      with Product Development, Engineering, Manufacturing, Sales, Program      Management, Supply Chain, and subcontractors to develop and implement      robust workflows and quality controls. 
• Facilitate      cross-functional problem-solving initiatives to address systemic quality      issues and prevent recurrence. 
• Lead      quality planning activities during new product introduction and process      changes. 

Supplier Quality Oversight

• Monitor      supplier performance and compliance to ensure quality requirements are      achieved throughout the supply chain. 
• Collaborate      with suppliers and procurement teams to implement corrective actions and      supplier development initiatives. 
• Drive      continuous improvement efforts with external partners to reduce risk and      improve performance. 

Customer Feedback and Continuous Improvement

• Implement      and maintain systems to collect, analyze, and trend customer feedback,      complaints, returns, and performance data. 
• Identify      recurring issues and lead root cause investigations using structured      problem-solving methodologies. 
• Champion      corrective and preventive action processes and verify effectiveness of      implemented solutions. 
• Utilize      customer quality metrics to prioritize improvement initiatives and measure      results. 

Team Development and Organizational Capability

• Recruit,      mentor, coach, and develop quality personnel to build a high-performing      team. 
• Conduct      performance evaluations, establish development plans, and support      succession planning initiatives. 
• Train      employees on customer requirements, complaint handling, quality standards,      and quality management tools. 
• Promote      employee engagement and encourage participation in continuous improvement      activities. 

Strategic and Operational Management

• Develop      departmental objectives, budgets, staffing plans, and resource allocation      strategies. 
• Monitor      key performance indicators and provide regular reporting to executive      leadership. 
• Present      customer quality trends, risks, and improvement opportunities to senior      management. 
• Support      organizational growth initiatives through strategic quality planning and      risk management. 

Qualifications & Skills

Education

• Bachelor's      degree in Engineering, Technical, Science, Business, Operations      Management, or a related discipline required. 
• Master's      degree in Engineering, Business Administration, Quality Management, or a      related field preferred. 

Certifications

One or more of the following certifications are preferred:

• ASQ      Certified Quality Engineer (CQE) 
• ASQ      Certified Manager of Quality/Organizational Excellence (CMQ/OE) 
• ASQ      Certified Quality Auditor (CQA) 
• ISO      9001 Lead Auditor 
• AS9100      Lead Auditor 
• Project      Management Professional (PMP) 
• IATF      16949 Auditor 
• Nadcap      Auditor credentials or equivalent industry certifications 

Experience

• Minimum      of 7–10 years of progressive experience in quality management      within aerospace, manufacturing, or other highly regulated industries. 
• Minimum      of 3–5 years of leadership experience managing teams, supervisors,      or cross-functional initiatives. 
• Demonstrated      experience interfacing directly with customers regarding quality      performance, audits, corrective actions, and issue resolution. 
• Strong      working knowledge of AS9100, Nadcap requirements, ISO 9001, PPAP, APQP,      FMEA, SPC, CAPA, and root cause analysis methodologies. 
• Experience      leading organizational improvement initiatives and implementing      sustainable process changes. 
• Proven      success managing multiple priorities in a fast-paced environment. 

Technical and Professional Skills

• Strong      leadership, coaching, and team-building abilities. 
• Excellent      verbal, written, and presentation communication skills. 
• Advanced      analytical and problem-solving capabilities. 
• Proficiency      in quality tools and methodologies, including: 
  • 8D 
  • Root       Cause Analysis 
  • Corrective       and Preventive Action (CAPA) 
  • Lean       Manufacturing 
  • Six       Sigma methodologies 
  • Statistical       Process Control (SPC) 
  • Failure       Mode and Effects Analysis (FMEA) 
  • Risk-based       thinking and mitigation 
• Effective      project and change management skills. 
• Proficiency      with Microsoft Office applications and quality data analysis tools. 
• Ability      to influence and drive results across all organizational levels without      direct authority. 

Leadership Competencies

• Strategic      thinking and business acumen. 
• Customer      advocacy and relationship management. 
• Decision-making      under pressure. 
• Talent      development and mentoring. 
• Conflict      resolution and negotiation. 
• Accountability      and ownership. 
• Collaboration      and cross-functional influence. 
• Adaptability      and resilience. 
• Continuous      improvement mindset. 
• Ethical      leadership and integrity. 

Desired Traits

• Passion      for delivering exceptional customer experiences. 
• Ability      to translate customer feedback into actionable quality improvements. 
• Strong      interpersonal skills and emotional intelligence. 
• Commitment      to operational excellence and continuous learning. 
• Initiative      to identify opportunities before they become problems. 
• Results-oriented      approach with a focus on sustainable improvement. 
• Ability      to inspire confidence and motivate teams toward shared goals. 

This leadership role combines technical quality expertise with strategic leadership to strengthen customer confidence, develop organizational capability, and position the company as a trusted partner recognized for quality excellence.

We are looking for people who are highly motivated with the ability to work in a fast paced environment. Must be a professional with strong work ethic and comfortable working as part of a team that includes all levels of the organization.

Come join our team!

G.S. Precision is committed to Equal Opportunity Employer (EOE) and to be in compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veteran’s status or any other classification protected by State/Federal laws.