Job Overview：

We are seeking a strategic and customer-obsessed Customer Quality Manager to lead end-to-end customer quality initiatives within after-sales phase across the Asia-Pacific (APAC) region, covering both our retail (To C) and light commercial (To B) HVAC and Controls business lines. As the primary interface between customers and internal teams (Manufacturing, Quality, Engineering), you will ensure customer claims including customer complaints, product quality issues and service-related non-conformities are effectively resolved. Besides, you are expected to drive continuous quality improvement through EPPM reduction in product installation, service delivery, and customer experience enhancement for APAC HVAC and Controls business.

Key Responsibilities：

1. Strategic Leadership

Develop and execute a regional customer quality strategy tailored to APAC’s diverse market needs for both To C and To B segments.

Define the long-term vision for the Customer Service QA function, setting clear KPIs such as customer response time, complaint resolution time, first time fix rate, warranty cost and net promoter score (NPS) to track performance and drive accountability.

Collaborate with senior leadership to integrate quality priorities into business planning, ensuring customer quality considerations are embedded in product development, service design, and go-to-market strategies for HVAC systems and building controls.

2. Customer Quality Tracking

Oversee the end-to-end lifecycle of customer quality issues, from intake to resolution, for both retail consumers and commercial clients. This includes building digital platforms for customer claim collection, managing complaints databases, ensuring close-loop tracking through root cause analysis (RCA) as well as corrective actions implementation, and seeking long term resolution for continuous quality improvement.

3. Drive segment-specific quality initiatives:

To C Retail: Reduce post-purchase product defects, service failures, optimize warranty claim processes, and enhance customer support quality to boost brand loyalty in competitive consumer markets.

To B Commercial: Ensure compliance with client-specific quality SLAs, resolve complex system integration issues, and partner with key accounts to deliver tailored quality assurance solutions for large-scale projects.

Analyze regional quality data esp. related to product installation, commissioning and usage to

identify top issues and proactively recommend process improvements to customer service, engineering and other internal teams.

Lead cross-functional PST analysis for critical quality incidents, including product recalls, service failures, and major client complaints, ensuring timely resolution and preventing recurrence.

4. Stakeholder Engagement

Serve as the primary regional point of contact for key commercial clients and retail partners regarding quality concerns, building strong relationships to drive trust and ensure client retention.

Collaborate with product development teams to integrate customer feedback into product design and testing phases, reducing post-launch quality issues for both retail and commercial offerings.

Present monthly customer quality reports to senior management, highlighting achievements, gaps, and strategic recommendations to drive continuous improvement.

Requirements：

Bachelor’s degree in engineering, Quality Management, or a related field.

Minimum 6 years of progressive experience in customer quality management, preferred in a customer-facing quality role, with a proven track record in the HVAC or Controls industry.

Experience leading QA operations across both To C retail and To B commercial segments, with a deep understanding of the unique quality challenges in each market.

Demonstrated success in developing and executing regional quality strategies, driving measurable improvements in customer satisfaction and operational efficiency.

Proficiency in quality management tools and methodologies, including 8D, Lean Six Sigma (Green Belt or Black Belt certification preferred), EDTR, PST and root cause analysis.

Experience collaborating with global stakeholders to resolve complex quality issues.

Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.

Exceptional communication skills in English is a must (verbal and written).

Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and adapting to changing market needs.

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