Job Description
The Non-Conformity Quality Specialist is, reporting to the ‘Customer Compliance Manager’, is responsible for end-to-end management of customer-reported quality non-conformities, ensuring timely response, effective investigation, and sustainable corrective actions. The role serves as a key interface between customers and internal stakeholders, supporting Ceragon’s customer compliance, quality performance, and service commitments. All customer cases are managed in Salesforce in accordance with defined SLAs.
Key Responsibilities
- Manage customer quality non-conformities and complaints from receipt to closure in Salesforce.
- Ensure compliance with defined SLAs for response time, investigation, updates, and closure.
- Coordinate cross-functional investigations with R&D, Engineering, Operations, Supply Chain, and CM partners.
- Drive structured root cause analysis and corrective/preventive actions (e.g., 8D, CAPA).
- Act as the quality focal point for customer communication, providing clear and professional status updates.
- Support preparation and delivery of formal customer quality reports (e.g., 8D, failure analysis).
- Assess severity, risk, and customer impact; support containment actions when required.
- Escalate critical, systemic, or recurring issues to the Customer Compliance Manager.
- Monitor customer quality trends and KPIs; support continuous improvement initiatives.
Required Qualifications & Experience
- BSc in Engineering, Quality, Industrial Engineering, or a related field.
- 10+ years of experience in Quality, Customer Quality, or Customer Compliance roles.
- Experience handling customer complaints and non-conformities in a high-tech or telecom environment.
- Strong experience in driving structured root cause analysis and corrective/preventive actions (e.g., 8D, CAPA).
- Hands-on experience with Salesforce or similar case management systems.
- Familiarity with ISO 9001 and structured problem-solving methodologies.
Skills & Competencies
· Proficiency in Excel and quality management systems (QMS / ERP – advantage)
· Fluent English (written and spoken)
· Strong ownership, accountability, and customer-oriented mindset.
· Excellent analytical, problem-solving, and documentation skills.
· Clear and professional written and verbal communication skills.
· Ability to manage multiple cases in parallel and meet SLA commitments.
· Effective cross-functional collaboration in a matrix organization.
Top Skills
What We Do
Ceragon Networks Ltd. (NASDAQ: CRNT) is the global innovator and leading solutions provider of 5G wireless transport. We help operators and other service providers worldwide increase operational efficiency and enhance end customers’ quality of experience with innovative wireless backhaul and fronthaul solutions. Our customers include service providers, public safety organizations, government agencies and utility companies, which use our solutions to deliver 5G & 4G broadband wireless connectivity, mission-critical multimedia services, stabilized communications, and other applications at high reliability and speed. Ceragon’s unique multicore technology and disaggregated approach to wireless transport provides highly reliable, fast to deploy, high-capacity wireless transport for 5G and 4G networks with minimal use of spectrum, power, real estate, and labor resources. It enables increased productivity, as well as simple and quick network modernization, positioning Ceragon as a leading solutions provider for the 5G era. We deliver a complete portfolio of turnkey end-to-end AI-based managed and professional services that ensure efficient network rollout and optimization to achieve the highest value for our customers. Our solutions are deployed by more than 600 service providers, as well as more than 1600 private network owners, in more than 130 countries. For more information please visit: www.ceragon.com
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