Customer Quality Lead

Customer Quality Lead is responsible for leading complex, high-impact customer quality investigations across the global aerospace distribution network. This role drives structured containment, advanced root cause analysis, and systemic corrective actions to protect customer performance and reduce enterprise risk.

In addition to case ownership, this position plays a key role in developing meaningful KPIs, improving visibility where system data is limited, and identifying cross-site risk exposure. The role requires strong analytical thinking, comfort operating in partially mature systems, and the ability to influence cross-functional teams globally.

This position operates in alignment with AS9100 and AS9120 requirements and supports continuous improvement of the global Customer Issue Resolution process.

About the role

• Lead end-to-end investigation of complex customer quality events with potential multi-site or global impact

• Assess true scope of escapes, including repeat potential and cross-site exposure

• Ensure robust containment actions are implemented across affected locations

• Drive advanced root cause analysis using structured methodologies (8D, 5 Why, Fishbone, fault tree as appropriate)

• Ensure corrective actions address systemic drivers, not just point failures

• Support high-visibility customer responses and executive reviews when required.

Most importantly you will be passionate about our Incora Values and exceeding customer expectations.  

Courage Take ownership for issues and problems.  

Collaboration Share knowledge and experience with others  

Commitment – Focus on ensuring internal and external customer expectations is met in a timely way.  

Community – We value our world and everyone who shares it.  

What Incora can offer you:  

• An exciting package that includes great salary and benefits you would expect from a growing ambitious company, a chance to work in a first-class brand-new environment but most importantly we will offer you the chance to become part of our Incora story.  

• We want you to share in the success of Incora, so every employee is eligible for one of our incentive's programs.  

• Incora offers 8 Paid Holidays with 2 additional Floating Holidays for all Full-Time employees.  

• Full-Time Exempt employees are part of Incora’s FlexTime policy, as well as 80 hours of Exempt Sick time.  

• Family friendly policies such as 2 weeks paid parental leave.  

• We believe every little help by offering a generous discount portal only available to Incora employees vis Perkspot.  

• Employers paid Group Life Insurance at 1x salary, STD, and LTD.  

• Incora offers a 401K plan with company match.  

• Evaluate whether issues represent localized events or systemic enterprise risk

• Drive read-across activities across sites, customers, and value streams

• Partner with Site Quality and Supplier Quality to ensure proper ownership alignment

• Identify emerging risk patterns before they become repeat escapes

• Escalate significant risks with clear, data-based recommendation

• Develop meaningful KPIs to monitor customer issue performance, even when system data is incomplete

• Build interim tracking methods using available tools (Excel, Power BI, manual extracts, etc.)

• Identify gaps in current data capture and recommend improvements

• Support development of dashboards showing:

  high driver defects

  cycle time performance

  repeat escapes

  supplier vs internal drivers

  site level risk signals

• Translate complex data into clear leadership insights

• Ensure investigations and corrective actions align with:

  AS9100

  AS9120

  customer contractual requirements

• Maintain audit-ready documentation

• Support internal and external audits related to customer escapes

• Ensure proper distinction between containment, correction, and corrective action

• Reinforce disciplined RCCA practices across the organization

• Work closely with Operations, Planning, Customer Service, and Commercial teams

• Provide technical quality guidance without direct authority

• Challenge weak root cause logic constructively

• Support contract review clarifications when customer requirements drive escapes

• Mentor junior quality engineers when applicable

About You

• Bachelor’s degree in Engineering, Quality, Supply Chain, or related technical field

• 5 to 10 years of quality experience in aerospace, aviation

• Strong working knowledge of AS9100 and AS9120

• Demonstrated experience leading complex RCCA investigations

• Experience working in environments with incomplete or evolving data systems

• Strong analytical and structured problem solving capability

• Ability to influence cross-functional teams globally

• Advanced proficiency in Excel

• Six Sigma Green Belt or higher (Black Belt strongly valued)

• Experience in aerospace distribution environment

• Advanced data visualization experience

• Experience building KPIs or quality dashboards from limited data

• Experience supporting global or multi-site organizations

• Familiarity with CAPA systems or eQMS platforms

• Experience working directly with major aerospace customers

The successful candidate will:

• Distinguish quickly between noise and systemic risk

• Build clarity where data is fragmented

• Drive investigations to true root cause depth

• Anticipate cross-site exposure

• Reduce repeat customer escapes

• Provide leadership with actionable quality insights

• Operate comfortably in a fast-moving, partially mature environment.

Very importantly we want to be with you to help your career take off and become part of the Incora Story.  

So, if you feel you have all of this, and want to be part of developing the Incora Story apply now we can’t wait to hear from you.

We are an Equal Employment Opportunity (EEO) employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. 

Access to certain Company’s products, materials, and technical data contained in our facility is restricted under the International Traffic in Arms Regulations (ITAR) to “U.S. Persons,” which is defined as U.S. Citizens, lawful permanent residents of the United States, or certain individuals admitted to the U.S. as a refugee or who have been granted asylum; and therefore, employment is limited to applicants who meet this “U.S. Person” requirement.  Applicants receiving a conditional offer of employment will be required to provide evidence of their U.S. person status to comply with the ITAR requirements