Job Description
Eaton’s ES AMER ESS division is currently seeking a Customer Quality Manager.
The expected annual salary range for this role is $130000 - $190000 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you’ll do:
Are you passionate about turning customer insight into real-world impact? As Eaton’s Power Systems Division’s Customer Quality Manager, you’ll play a critical role in strengthening customer trust, elevating product reliability, and shaping how we deliver exceptional experiences – every day.
This is a high-impact, senior individual contributor role where you’ll connect directly with customers, lead through influence, and partner across teams to solve complex challenges and drive meaningful change. This role is located at our facility in Waukesha, WI with a hybrid schedule of 3 days in office/2 days remote (relocation offered to those currently residing in the U.S). Up to 25% travel.
Customer Engagement & Experience
• Lead proactive customer interactions (QBRs, site visits, feedback sessions)
• Build relationships that shift from transactional to strategic partnerships
• Serve as the trusted quality partner for critical and high-impact customers
Escalation & Field Issue Management
• Own escalated issues affecting customer satisfaction and business continuity
• Drive cross-functional containment, root cause analysis, and corrective actions
• Ensure consistent communication and disciplined governance through resolution
Voice of the Customer (VoC)
• Capture and prioritize customer feedback related to quality and experience
• Close the loop by demonstrating actions taken and business impact achieved
• Advocate internally for customer-driven improvements
Customer Insight & Quality Analytics
• Analyze data from warranty, field performance, and customer complaints
• Identify trends, risks, and opportunities for improvement
• Translate insights into actionable recommendations for stakeholders
Cross-Functional Alignment & Continuous Improvement
• Partner across service, engineering, operations, supply chain, and quality
• Influence decisions without formal authority to drive better customer outcomes
• Champion structured problem-solving and sustainable corrective actions
Qualifications:
Basic Qualifications
• Bachelor’s degree from an accredited institution
• Minimum of eight years of experience in customer quality, field service, or reliability-related roles
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1, H-1B, H-1B cap registration, O-1, E-3, TN status, 1-485 job profitability, etc.
Preferred Qualifications
• Three or more years of experience directly managing customer escalations and critical customer accounts is preferred
• Experience in warranty and complaint data analysis would be a plus
• Experience working for a large global organization with a matrixed, multi-site environment is a bonus
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