Customer Quality Manager

Job Description

HCLTech is looking for a highly talented and self-motivated Customer Quality Manager to join it in advancing the technological world through innovation and creativity.

Job Title : Customer Quality Manager

Job ID : 1627204BR

Position Type : Fulltime

Location : San Jose, CA

Key Responsibilities :

• Customer Liaison & Issue Management :
• Act as the primary point of contact for customer quality-related matters.
• Manage quality escalations, Return Material Authorizations (RMAs), and corrective actions.
• Ensure timely and transparent communication with customers regarding quality events.
• Root Cause Analysis & Problem Solving :
• Lead cross-functional investigations into customer-reported issues such as DPPM, FIT failures, and field returns.
• Drive structured problem-solving using methodologies like 8D, 5-Why, and Fishbone analysis.
• Coordinate containment, corrective, and preventive actions across internal teams.
• Cross-Functional Collaboration :
• Work closely with design, validation, manufacturing, reliability, and test engineering teams.
• Ensure alignment and timely resolution of customer issues through collaborative efforts.
• Quality Metrics & Continuous Improvement :
• Monitor and analyze customer quality metrics and trends.
• Identify systemic issues and lead improvement initiatives to enhance product quality and customer satisfaction.
• Customer Engagement & Audits :
• Support customer audits, quality reviews, and Quarterly Business Reviews (QBRs).
• Prepare and deliver detailed technical presentations and data-driven insights.
• Partner Management :
• Collaborate with ODM / OEM / CSP quality teams to align on quality expectations, test coverage, and product readiness.
• Ensure partner compliance with customer quality standards and requirements.
• New Product Introduction (NPI) :
• Engage early in the product lifecycle to embed quality requirements in design and validation phases.
• Conduct risk assessments and ensure readiness for production and customer deployment.
• Documentation & Reporting :
• Maintain comprehensive records of quality events, investigations, risk assessments, and customer communications.
• Ensure documentation is audit-ready and aligned with internal and customer standards.

Qualifications :

Pay and Benefits

Pay Range Minimum : $133000 per year

Pay Range Maximum : $204000 per year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.