Manager, Quality Assurance & Voice of Customer (VOC)

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Job Overview

Komatsu is hiring a dynamic Manager of Quality Assurance & Voice of Customer (VOC) to lead a cross-functional team of quality engineers focused on improving customer satisfaction, product reliability, and internal processes. This role will serve as the primary bridge between customer feedback and continuous improvement, transforming data from warranty, field service, and production insights into action that enhances quality, safety, and brand credibility.

As a hands-on manager, you will oversee the Quality Circles program, warranty/Juhin initiatives, and quality engineering resources across multiple product lines. You will work closely with engineering, operations, and product support to develop corrective actions, reduce cost of poor quality, and ensure voice-of-customer integration into design and manufacturing.

 

Key Job Responsibilities

- Lead, mentor, and develop a team of Quality Engineers supporting VOC, Komatsu regions and Operations.
- Drive product quality and recurrence prevention initiatives: Juhins, Warranty and Task Force activities.

- Own the Voice of Customer (VOC) loop—drive cross-functional investigations on warranty claims, SalesForce PITs, and customer feedback.
- Analyze cost-of-quality metrics, identify root causes, and implement robust corrective/preventive actions.
- Coordinate and facilitate cross-functional initiatives related to process improvements, failure analysis, and defect containment.
- Develop and manage quality documentation, including inspection plans, quality alerts, SOPs, and change control workflows.
- Lead monthly reporting on cost-of-poor-quality trends and VOC issues; present to senior leadership with recommended actions.
- Drive the implementation and monitoring of Quality Circles and Kaizen initiatives across departments.
- Support ISO compliance and internal/external audits with VOC GEMBAs and defect reduction data.

- Coordinate long term activities to improve quality and reduce non-conformances impacting production and prevent escapes to customers.
- Collaborate with suppliers and purchasing to escalate and resolve incoming quality issues as needed.
- Promote a quality-first culture and act as the technical liaison between field support, customers, engineering, and operations.

Qualifications/Requirements

Education & Experience:
- Bachelor’s degree in engineering or a related technical field required.
- 5+ years of experience in quality engineering or quality assurance.
- 2+ years of leadership or supervisory experience in a manufacturing environment.

Certifications (Preferred):
- ASQ Certified Quality Engineer (CQE) or similar.
- Six Sigma Green/Black Belt or Lean certification preferred.

Technical Skills:
- Deep understanding of quality management systems (ISO 9001 or equivalent).
- Experience with root cause analysis (5 Whys, Fishbone, etc.) and corrective action tools (8D, A3).
- Strong background in data analysis, statistical process control, and report generation.
- Ability to interpret engineering drawings, specifications, and inspection criteria.

Soft Skills:
- Strong communication and presentation skills.
- Ability to build cross-functional relationships and influence without authority.
- Exceptional organizational skills and attention to detail.
- Passion for coaching and developing team members.

Additional Information

 

Company Benefits 

Komatsu provides an extensive and robust employee benefits package that is designed to enhance the well-being of our employees and family members. We embrace a positive and empowering employee experience with a culture that prides itself on a diverse and inclusive environment.

• Health benefits: Medical, dental, vision, HSA, wellness programs, etc.
• 401k and/or employee savings programs
• Employee time off (vacation and designated holidays)
• Employee and family assistance programs
• Disability benefits
• Life insurance
• Employee learning and development programs

 

Diversity & Inclusion Commitment 

At Komatsu, we come from diverse backgrounds, with unique perspectives, experiences, and contributions.  We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose. Connected by our core values of ambition, perseverance, collaboration and aut