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 robust 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 resolv

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