Top 311 Sr. quality program manager, customer defect tracking & resolution Jobs in Rochester, Ny

Sr. Quality Program Manager, Customer Defect Tracking & Resolution
Thermo Fisher Scientific —Rochester, NY
- $118,100 - $177,200 a year
- Full-time
- 7 years
- Engineering
- Office
- Commuter assistance
- Paid parental leave
Director of Nursing
St. Ann's Community —Rochester, NY
- From $135,000 a year
- Full-time
- Nursing
- RN License
- 5 years
- Health insurance
- Dental insurance
Quick Apply
Party Chief (Survey Technician)
Stantec —Rochester, NY
- $67,300 - $97,600 a year
- Full-time
- Clean driving record
- 5 years
- Mid-level
- Wellness program
- Health savings account
Project Surveyor
DDS Companies —West Henrietta, NY
- $26 - $42 an hour
- Urgently hiring
- Background check
- Clean driving record
- 5 years
- Health savings account
- AD&D insurance
Quick Apply
Financial Accounting Analyst
Elm & Oak Health —Rochester, NY
- $70,091 - $90,117 a year
- Full-time
- Background check
- CPA
- Mid-level
- Health savings account
- Health insurance
Quick Apply
1d
Tooling Design Engineer
Gleason —Rochester, NY
- $75,000 - $100,000 a year
- Overtime
- Microsoft Excel
- Microsoft Outlook
- Schematics
- Tuition reimbursement
- Employee assistance program
Quick Apply
New York Life Accelerated Path to Management Program
New York Life —Victor, NY
- $60,405.80 - $285,000.00 a year
- Full-time
- Hybrid work
- Background check
- Customer service
- Mid-level
- AD&D insurance
- Disability insurance
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Director Residential Services 2B
The Arc of Monroe —Rochester, NY
- $75,000 - $80,500 a year
- Full-time
- Management
- Residential
- 3 years
Quick Apply
Senior Specialist, Program Management
L3Harris Technologies —Rochester, NY
- $92,500 - $171,500 a year
- Full-time
- Bachelor's degree
- Contracts
- Senior level
- Paid holidays
- Disability insurance
6h
Technical Manager - Systems Engineering
L3Harris Technologies —Rochester, NY
- $110,500 - $205,500 a year
- Full-time
- 5 years
- Master's degree
- Analysis skills
- Paid holidays
- Disability insurance
2d
Junior Project Manager - Electrical Testing and Preventative Maintenance
O'Connell Electric Company —Victor, NY
- $70,000 - $87,000 a year
- Microsoft Excel
- Computer literacy
- Mid-level
Quick Apply
1d
Retail - Store Manager
UNITED UNIFORM - ATLANTIC TACTICAL - LAWMEN'S —Rochester, NY
- $63,000 - $68,000 a year
- Full-time
- Computer literacy
- Mid-level
- High school diploma or GED
- Wellness program
- AD&D insurance
Quick Apply
Senior Manager, Image Science Engineer
L3Harris Technologies —Rochester, NY
- $133,000 - $247,000 a year
- Full-time
- Engineering
- Business development experience
- Mentoring
- Paid holidays
- Disability insurance
2d
Accounting Manager
Triple-O —Bergen, NY
- From $70,000 a year
- Full-time
- 5 years
- Office
- Residential
- Paid training
- Paid holidays
Quick Apply
Senior Project Manager - Electrical Commercial Construction
O'Connell Electric Company —Henrietta, NY
- $124,000 - $150,000 a year
- Clean driving record
- Microsoft Excel
- Computer literacy
Quick Apply
Moving Foreman/ Long Distance Driver
Joe's Moving Company —Rochester, NY
- $19 - $23 an hour
- Online Application
- Background check
- Clean driving record
- Construction site
- Employee discount
- Opportunities for advancement
Quick Apply
Junior Project Manager - Transmission & Distribution
O'Connell Electric Company —Henrietta, NY
- $70,000 - $87,000 a year
- Microsoft Excel
- Computer literacy
- Mid-level
Quick Apply
12d
Remodel Senior Lead
SPAR Inc. —Rochester, NY
- $20 - $21 an hour
- Overnight shift
- Carpentry
- Management
- Mechanic experience
- Mileage reimbursement
- Opportunities for advancement
Quick Apply
Senior Project Manager
Premier Home Pros —Rochester, NY
- $85,000 - $95,000 a year
- Full-time
- Microsoft Excel
- Customer service
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
2d
Director of Nursing, Resident Care Director- , LPN
Willow Ridge Senior Living- The Village at Cranberry Landing —Rochester, NY
- $80,000 - $82,000 a year
- Weekends as needed
- Microsoft Word
- Nursing
- LVN
- Health insurance
- Dental insurance
Quick Apply
13d

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sr. quality program manager, customer defect tracking & resolution jobs near rochester, ny

Sr. Quality Program Manager, Customer Defect Tracking & Resolution

Thermo Fisher Scientific -
Rochester, NY

Apply Now

Job Details

Full-time
$118,100 - $177,200 a year

Benefits

Commuter assistance
Paid parental leave
Caregiver leave
Employee stock purchase plan
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
Parental leave
Employee assistance program
Vision insurance
Life insurance

Qualifications

Customer communication
Defect resolution root cause analysis
Corrective and preventive actions (CAPA)
Bachelor's degree in engineering
Quality risk management
Leading team collaboration initiatives
Data-driven problem-solving
Quality standards in production
Cross-functional team management
Failure analysis

Full Job Description

Work Schedule

Standard Office Hours (40/wk)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office

Job Description

At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. As part of our team, you’ll help enable our customers to make the world healthier, cleaner, and safer.

The Sr. Quality Program Manager, Customer Defect Tracking & Resolution will lead the global intake, triage, tracking, escalation, and communication of customer-reported defects and quality issues. This role is responsible for ensuring a robust, compliant, and scalable process aligned with Thermo Fisher’s Quality Management System (QMS), applicable regulatory requirements (e.g., FDA, ISO), and customer expectations.

The successful candidate will bring strong technical expertise in quality or manufacturing engineering, combined with leadership capabilities to drive cross-functional collaboration, timely issue resolution, and continuous improvement.

Key Responsibilities

Quality & Compliance Leadership

Ensure all customer defect tracking and resolution activities comply with Thermo Fisher’s QMS, including alignment with CAPA, complaint handling, and escalation processes.
Maintain compliance with applicable global regulatory requirements (e.g., FDA 21 CFR Part 820/210/211, ISO 13485, ISO 9001, as applicable).
Support audit readiness and participate in internal and external audits related to customer complaints and defect management.

Customer Issue Intake & Case Management

Lead the daily intake and documentation of customer-reported defects across multiple channels.
Ensure accurate and complete case creation, including assignment of unique identifiers and proper documentation within approved systems.
Establish and maintain standardized severity classification criteria to assess risk and customer impact.

Triage, Escalation & Prioritization

Evaluate and triage incoming issues to determine appropriate escalation pathways and urgency.
Assign severity levels and prioritize cases based on product risk, regulatory impact, and customer criticality.
Drive immediate response and visibility for high-severity or critical escalations.

Cross-Functional Coordination & Ownership

Assign case ownership to appropriate functions (e.g., Quality, Manufacturing, R&D, Supply Chain, Customer Support).
Lead cross-functional collaboration to ensure timely investigation, root cause analysis, and resolution.
Track progress, ensure accountability, and proactively remove barriers to resolution.

Communication & Stakeholder Engagement

Serve as the central point of coordination for customer defect communications.
Ensure consistent, accurate, and timely communication across internal stakeholders and customer-facing teams.
Consolidate communications for similar or recurring issues to maintain alignment and clarity.
Provide regular status updates to leadership and stakeholders on open and critical cases.

Data Analytics & Continuous Improvement

Develop and monitor key performance indicators (KPIs), including response time, resolution time, backlog, and recurrence trends.
Analyze defect data to identify systemic issues and drive preventive actions.
Partner with Quality and Engineering teams to implement corrective and preventive actions (CAPA).
Drive process improvements to enhance efficiency, compliance, and customer experience.

Minimum Qualifications (Basic Requirements)

Bachelor’s degree in Engineering (Quality, Manufacturing, Mechanical, Industrial, or related discipline).
7+ years of experience in quality engineering, manufacturing engineering, or a related technical field.
Demonstrated experience managing customer complaints, defect tracking systems, or escalation processes within a regulated environment.
Strong knowledge of Quality Management Systems (QMS), including CAPA, root cause analysis (RCA), and risk management tools (e.g., FMEA).
Proven ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience in life sciences, medical devices, diagnostics, or pharmaceutical manufacturing environments.
Familiarity with complaint handling and regulatory reporting requirements (e.g., MDR, vigilance reporting).
Experience with case management or defect tracking systems (e.g., Salesforce, ServiceNow, TrackWise, Jira).
Lean Six Sigma certification (Green Belt or Black Belt) or equivalent continuous improvement training.
Experience supporting regulatory inspections and audits.

Knowledge, Skills, Abilities

Strong analytical and problem-solving capabilities with attention to detail.
Excellent written and verbal communication skills, including the ability to communicate complex issues clearly to diverse audiences.
Ability to assess risk and make sound decisions under pressure.
Strong organizational skills with the ability to manage multiple high-impact issues simultaneously.
Demonstrated leadership and influencing skills in a matrixed organization.
Continuous improvement mindset with a focus on operational excellence and customer satisfaction.
May require occasional travel (up to 20%).

Our Mission is to enable our customers to make the world healthier, cleaner, and safer.

As one team of 100,000+ colleagues, we share a common set of values – Integrity, Intensity, Innovation, and Involvement – working together to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need.

Compensation and Benefits

The salary range estimated for this position based in New York is $118,100.00–$177,200.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

Apply Now

Refine Your Search

sr. quality program manager, customer defect tracking & resolution jobs in rochester, ny

Sr. Quality Program Manager, Customer Defect Tracking & Resolution

Director of Nursing

Party Chief (Survey Technician)

Project Surveyor

Financial Accounting Analyst

Tooling Design Engineer

New York Life Accelerated Path to Management Program

Director Residential Services 2B

Senior Specialist, Program Management

Technical Manager - Systems Engineering

Junior Project Manager - Electrical Testing and Preventative Maintenance

Retail - Store Manager

Senior Manager, Image Science Engineer

Accounting Manager

Senior Project Manager - Electrical Commercial Construction

Moving Foreman/ Long Distance Driver

Junior Project Manager - Transmission & Distribution

Remodel Senior Lead

Senior Project Manager

Director of Nursing, Resident Care Director- , LPN

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