Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.
The Senior Manager, Customer Quality Excellence is responsible for managing the interface between customers, Sales, and internal product teams regarding quality, performance, and reliability issues across hardware devices, embedded firmware, and data-driven applications used in water, electricity, and gas metering solutions. This role ensures structured, timely, and transparent communication of customer-reported issues and internal corrective actions within an ISO 9001 Quality Management System. The position is critical to maintaining customer trust in field-deployed smart metering systems, ensuring visibility into issue resolution progress, and aligning expectations between customers and internal engineering and quality teams. This role is key in communicating investigation status, corrective actions, deployment plans, and effectiveness validation updates to customers and Sales stakeholders.
Duties & Responsibilities:
Serve as primary point of contact for customer-reported quality issues across all business units.
Track critical field issues and customer complaints.
Communicate issue status, containment, and resolution timelines to customers and Sales.
Assist in translating technical updates into customer-facing communication.
Lead Corrective Action Communication & Coordination
Communicate corrective action status, release plans, and validation outcomes.
Partner with Sales teams for consistent customer messaging.
Facilitate escalation communications.
Participate in quality review meetings.
Ensure complaint handling meets ISO 9001 requirements.
Maintain audit-ready documentation of customer issues and communications.
Assist in the review of customer-facing reports and dashboards.
Represent the company in industry forums and quality-related conferences to stay abreast of emerging trends and best practices.
Required Skills & Experience:
BS in Technical Discipline such as engineering, science, math
15+ years in Customer Quality, Field Quality, or Technical Support.
ISO 9001 experience required.
Ability to translate technical updates into customer messaging.
Understanding of firmware/hardware lifecycle.
Strong organizational and documentation skills.
Timely and accurate communication of customer issues.
Proven leadership in driving organizational transformation through visible leadership and influence.
Preferred Skills & Experience:
ISO 9001 Lead Auditor Certification or Certified Quality Auditor (CQA) designation.
Experience in IoT, smart metering, utilities, or industrial systems preferred.
Experience with hardware, firmware, and cloud/data systems.
Experience in leading quality initiatives in a highly regulated industry, such as aerospace, automotive, or medical devices.
Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!
The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.
Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [email protected].
Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com
Skills Required
- BS in engineering, science, or math
- 15+ years in Customer Quality, Field Quality, or Technical Support
- ISO 9001 experience
- Ability to translate technical updates into customer-facing messaging
- Understanding of firmware and hardware lifecycle
- Strong organizational and documentation skills
- Timely and accurate communication of customer issues
- Proven leadership driving organizational transformation through influence
- ISO 9001 Lead Auditor Certification or Certified Quality Auditor (CQA)
- Experience in IoT, smart metering, utilities, or industrial systems
- Experience with hardware, firmware, and cloud/data systems
- Experience leading quality initiatives in highly regulated industries (aerospace, automotive, medical devices)
Itron Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Itron and has not been reviewed or approved by Itron.
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Healthcare Strength — Medical, dental, and vision coverage are complemented by HSA/FSA options, life and disability insurance, an EAP, and mental‑health resources, with plans characterized as strong for U.S. employees.
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Retirement Support — A 401(k) with company match is standard, and recent company materials describe a comparatively strong matching formula alongside access to an ESPP.
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Leave & Time Off Breadth — Policies include unlimited PTO for many salaried roles and paid holidays. Hybrid/remote options also appear in recent postings.
Itron Insights
What We Do
Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure services to communities in more than 100 countries. Our proven portfolio of smart networks, software, services, meters and sensors helps our customers better manage energy and water for the people they serve.
