Senior Manager Customer Quality Excellence

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. Role: Senior Manager, Customer Quality Excellence Location: Cikarang, Indonesia

Summary: 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.