Quality and Customer Experience Manager (m/f/d)

Date: Mar 25, 2026

Project Business Quality Senior Manager (m/f/d)

Why Join the High Current Project Business?

Our High Current Project Business represents a brand-new, strategic business area that Hager Group is diving into to meet growing demand. This role offers a unique chance to shape the future of quality standards in high-current power distribution solutions. Joining this team means becoming part of an innovative business line that is crucial to our expansion strategy, with projects that range from advanced building solutions to industry and infrastructure applications. You’ll work with Hager’s cutting-edge range of power distribution systems (800–4000A) designed to support safe and efficient energy distribution with in-house developed switchgear and protective devices.

Project Business Quality Senior Manager (m/f/d) is a strategic leadership role with end-to-end responsibility for quality performance across the project lifecycle – from product and system design to installation, commissioning, and after-sales. The position is central to ensuring that customer expectations, compliance requirements, and business goals are consistently met through high-quality standards, process excellence, and continuous improvement initiatives.

This role acts as a functional leader of a cross-functional Quality organization, defines strategic quality goals, and plays a key role in reducing the Cost of Poor Quality (COPQ) , managing customer complaints, and enhancing partner collaboration. The ideal candidate brings a strong mix of strategic thinking, operational excellence, and customer orientation .

The position will be based in Blieskastel (Saarbrücken, Germany), Obernai (France) or Porcia (Pordenone, Italy) on a permanent contract, reporting directly to the Quality Development Senior Director/Vice President Special Missions MDS, & Project Business.

Mission

Leadership

• Act as a leader to develop a high performing functional organization aligned with project business needs, ensuring customer focus, compliance, and operational excellence.
• Act as a strategic partner to engineering, operations, product management, and external networks.

Quality and Certification

• Define and implement quality assurance processes across the entire project lifecycle, ensuring compliance with regulatory, customer, and certification requirements.
• Lead certification and risk management activities, oversee technical documentation, and align quality standards with project tenders and customer expectations.

Customer Experience & COPQ Management

• Lead the Customer Complaint and Resolution Process (CCRP), ensuring timely resolution, root cause analysis, and support during major incidents or customer escalations.
• Monitor and reduce Cost of Poor Quality (COPQ), manage warranty topics, and develop guidelines for quality cost avoidance and field issue handling.
• Define and monitor quality standards for installation and commissioning, including follow-up testing and field reliability initiatives.
• Drive root cause analysis and continuous improvement projects, sharing best practices across local and global teams.

Partner and Customer Engagement

• Drive feedback loops with customers and partners to identify improvement opportunities and ensure quick issue resolution in key engagements.
• Lead partner quality audits, onboarding, and develop structured certification and qualification processes to ensure compliance and reliability.

Quality Analytics & Reporting

• Develop and maintain dashboards and reporting systems to track key quality indicators throughout the project lifecycle.
• Leverage data analytics to identify trends, support decision-making, and ensure transparent communication with internal stakeholders.

What you bring

Education & Experience

• University degree in Engineering, Quality Management , or a related field.
• At least 10 years of experience in strategic and international quality roles in industrial, project-based, or B2B environments.

Technical & Industry Knowledge

• Strong expertise in certification processes , risk management, and quality standards (e.g., ISO 9001, CE).
• Proven experience in COPQ management , customer complaints, and field quality support .
• Familiarity with quality tools and methods like Six Sigma, FMEA, 8D, and statistical problem solving.

Leadership & Soft Skills

• Demonstrated ability to lead cross-functional and international teams in complex, matrixed organizations.
• High level of customer orientation , resilience, and the ability to handle escalations with professionalism.
• Excellent communication, analytical, and stakeholder management skills.
• Hands-on mentality with the strategic foresight to drive quality as a business enabler.

Our success relies on collective energy. Apply now and power up your future with us!

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