Quality & Customer Support Manager Location: Bengaluru Experience: 7–11 Years Pay: 8LPA to 10LPA Industry: Electronics / Electrical Manufacturing / EMS / IT Hardware / Refurbishment About the Role NewJaisa Technologies is looking for a strong Quality & Customer Support Manager to lead the Quality Control and Customer Support functions across our IT hardware refurbishment and manufacturing operations. The role requires a hands-on quality professional who can build robust inspection, testing, failure analysis, repair-quality and customer complaint processes for products such as Laptops, Desktops, Servers, Motherboards, LCDs, RAM, SSDs, Batteries, Keyboards, Chargers and other electronic components . Key Responsibilities Lead end-to-end Quality Control, Quality Assurance and Customer Support operations. Establish Incoming Quality Control (IQC), In-Process Quality Control (IPQC) and Outgoing Quality Control (OQC) standards. Define inspection criteria, sampling plans, AQL , test procedures and acceptance/rejection standards. Drive functional testing, electrical/electronic testing, burn-in testing, performance validation and final QC of refurbished IT hardware. Establish quality checkpoints across diagnosis → repair → refurbishment → testing → grading → dispatch . Drive Failure Mode Analysis, RCA, 8D, CAPA, FMEA, 5-Why, Fishbone and Pareto analysis for recurring defects. Analyze DOA, DOR, RMA, warranty returns, repeat failures and customer complaints and drive permanent corrective actions. Reduce rejection, rework, repeat repairs, warranty claims and customer returns through data-driven quality improvement.



Develop and monitor FPY, RTY, PPM, DPPM, RMA %, defect rate, rework %, warranty return rate and complaint closure TAT . Lead customer complaint investigation and technical escalation management , including RCA/8D reports and closure. Work closely with Production, Refurbishment, Repair, Engineering, Procurement, Warehouse and B2B teams to resolve quality issues. Establish SOPs, Work Instructions, Inspection Checklists, Quality Gates and Control Plans . Conduct internal process audits and support customer/vendor audits and ISO 9001 compliance . Drive Supplier Quality Management (SQM) for critical components and refurbished parts. Develop quality dashboards and present Quality & Customer Support MIS to senior management. Build, train and manage a high-performing Quality and Customer Support team . Technical Expertise Required Mandatory hands-on exposure to: IQC | IPQC | OQC | AQL | SPC | FMEA | Control Plan | 8D | RCA | CAPA | 5-Why | Fishbone | Pareto | MSA | Process Audit | Product Audit | ISO 9001 | RMA | Warranty Analysis | Failure Analysis | Root Cause Analysis | Continuous Improvement Experience with electronics/IT hardware testing, PCBA, motherboard-level diagnosis, component failure analysis,



electrical/electronic testing and repair/refurbishment quality will be highly preferred. Customer Support Responsibilities Own the complete Customer Complaint → Investigation → RCA → Corrective Action → Closure cycle. Define and monitor customer complaint TAT and escalation matrix . Analyze customer failure trends and identify systemic product/process issues. Coordinate technical resolution for B2B and enterprise customers . Ensure timely RMA, replacement, repair and warranty case closure . Track CSAT, repeat complaints and warranty trends and convert customer feedback into process improvements. Candidate Profile 7–11 years of experience in Quality, preferably from EMS, Electronics Manufacturing, Electrical Manufacturing, PCBA, IT Hardware or similar industries . BE/B.Tech in Electronics / ECE / EEE / Electrical / Mechanical / Production or related engineering discipline. Strong experience in Quality Team Management Customer Quality/Complaint Management . Should have managed a Quality function independently , not only worked as a Quality Engineer. Strong analytical, problem-solving and leadership capabilities. Must be comfortable working on the shop floor and with technical/product-level quality issues . Experience in refurbishment, repair, electronics testing, IT hardware or lifecycle management will be a solid advantage. Key Performance Metrics FPY | DPPM/PPM | Rejection % | Rework % | RMA % | Warranty Return % | Repeat Failure % | Customer Complaint TAT | CAPA Closure | Audit Compliance | Customer Satisfaction

📌 Quality and Customer Experience manager (Karnataka)
🏢 NewJaisa Technologies
📍 Karnataka