Customer Escalation Manager

Project

Work done for a product or program.

• Own severity-1 customer escalations end to end, from intake through containment to verified corrective action closure.
• Establish immediate containment including lot quarantine, shipment holds, sorting plans and customer inventory screening.
• Coordinate failure analysis, product engineering, design and fab/assembly teams on a defined clock with daily status.
• Drive 8D, 5-Why and Ishikawa problem-solving discipline and ensure root cause is proven rather than assumed.
• Communicate status, risk and commitments to customer quality and executive teams on a fixed cadence.
• Assess field population risk and support recall, retrofit or requalification decisions with quantified exposure.
• Ensure corrective and preventive actions are implemented in process, test, design or documentation and verified effective.
• Manage commercial exposure items such as quality credits, sort costs and liability with finance and legal.
• Maintain the escalation register and drive post-mortem reviews that convert incidents into systemic process changes.

Function

Work that keeps the discipline running: methods, tools, suppliers and people.

• Train field and support teams on escalation criteria, evidence standards and communication protocols.

Project

1. Produce and hand over the role's key deliverables
   • 8D reports with verified root cause and effectiveness evidence
   • Containment plans and quarantine/sorting records
   • Daily escalation status communications to customer and executives
   • Field risk assessment and exposure quantification
   • Post-mortem and systemic corrective action reports
2. Win the designGeneral
   • Understand the customer's application
   • Recommend products and configurations
   • Support evaluations and samples
3. Support the customerGeneral
   • Debug customer issues
   • Escalate defects
   • Track issues to closure

Function

1. Build materialGeneral
   • Write application notes
   • Maintain reference designs and demonstrations
2. Share knowledgeGeneral
   • Train sales teams and partners
   • Report field trends