Technical Product Support & Quality Control Manager (On-Site)

Description

About Us:

Founded in 2008 DMA Industries, LLC (DMA) has quickly grown to become a trusted supplier to the North American Automotive Parts Aftermarket. DMA has a dynamic, performance-driven work culture that embodies the entrepreneurial spirit. teamwork, collaboration, and an unwavering standard of ethics.

Position Overview:

The Technical Product Support & Quality Control Manager plays a critical role in ensuring that DMA’s automotive products meet internal performance standards and customer expectations. This position oversees the product quality assurance and warranty process while also providing expert technical support on catalog fitment, installation issues, and diagnostics.

The role supervises the Warranty & Product Validation Technician, finalizes inspection results, and manages warranty investigations. It works cross-functionally with Product Management, Engineering, Customer Service, and Supply Chain to identify and resolve quality concerns, reduce warranty rates, and ensure timely and effective communication with customers. This hands-on role combines leadership, technical support, and problem-solving in a fast-paced, performance-driven environment.

**Note: This is an on-site position located in Loris, SC (Greater Myrtle Beach, SC area).**

Key Responsibilities:

1. Warranty & Product Validation Oversight

• Supervise the Warranty & Product Validation Technician, providing leadership, coaching, and accountability.
• Ensure accurate and timely completion of validation testing and warranty evaluations.
• Finalize and document inspection results in ERP systems for customer response and internal tracking.

2. Technical Product Support

• Respond to Level 1 and Level 2 customer inquiries related to product fitment, installation, and performance.
• Analyze and resolve complex product-related issues in collaboration with Product Engineering and Product Management teams.
• Conduct follow-up testing or evaluations as needed to support resolution of customer concerns.

3. Quality Assurance & Data Analysis

• Review customer complaints and installation feedback to identify trends, root causes, and areas for improvement.
• Monitor and analyze quality metrics; generate reports for internal teams and leadership.
• Maintain detailed records of product issues and corrective actions within the QMS.

4. Cross-Functional Collaboration

• Partner with Engineering, Product Management, and Customer Service to implement solutions for product and quality issues.
• Coordinate with the VP of R&D and Supply Chain to ensure necessary tools and replacement parts are available.
• Collaborate on development of installation guides, technical bulletins, and customer-facing materials to improve product experience.

5. Inspection & Nonconformance Review

• Maintain a written inspection schedule and ensure timely execution of inspections.
• Lead investigations for Corrective Action Requests (CARs) in partnership with Engineering.
• Facilitate decisions regarding repair, quarantine, or return of nonconforming inventory and products.

6. Documentation & Reporting

• Prepare and submit comprehensive warranty reports to customers in a timely manner.
• Keep all portals, tracking files, and warranty records up to date and accurate.
• Assist Engineering Management with field inspection plans and enter sampling data into the QMS system.

7. Continuous Improvement & Quality Systems

• Recommend quality control improvements based on product performance and customer feedback.
• Support initiatives to reduce warranty rates and improve installation success.
• Utilize quality systems such as 8D, CAR, AQL, FMEA, and control plans to maintain high standards.

8. Additional Responsibilities:

• Perform all other duties as assigned.

Reporting Structure:

• Reports directly to the Director of Global Product Management.
• This position has direct reports.

Requirements

Key Requirements:

• Experience: Minimum of 3–5 years of relevant experience in technical support, quality assurance, or product validation roles. Supervisory experience and automotive aftermarket or OEM experience preferred. E