About Fairphone
Fairphone is more than just a company - we are a global leader in sustainable, modular electronics, on a mission to change the electronics industry from the inside out. Built on strong social and environmental values, we are a diverse and inclusive team from all walks of life creating market consumer electronics that make a real impact.
At Fairphone, you will find a supportive and safe space where everyone can be themselves, collaborate openly, and have the freedom to learn and grow - because that’s how we innovate and drive change together!
So… are you a proactive, self-motivated team player who loves taking initiative and bringing positive energy? Do you thrive in a fast-moving start-up or scale-up environment? Are you a great communicator who values collaboration and embraces different perspectives? And most importantly, do you feel a strong connection to Fairphone’s mission and values? If you're nodding along and thinking, “Yes, that’s me!”, then check out our vacancy below!
Please know that we acknowledge that we are living in a time where the use of AI can bring many efficiencies and support. However, we want to know the real YOU. Please try to limit the use of AI tools to generate answers to the application; we value authenticity and encourage you to use your creativity!
Location: China or NL position (you should have the right to work in either of these locations)
Hours: 40 hours per week
Start: 01.01.2027 (or earlier)
Contract duration: The 1st 12-month employment contract with the possibility of extension to permanent
Deadline to apply: We review applications on a rolling basis. Please apply as soon as possible
About your role
The Field Quality Manager is accountable for the end-to-end integrity of field defect management, taking ownership of a problem from the moment it is detected in the market until there is a resolution.
This role requires a unique balance of analytical triage, technical understanding, and cross-functional project management. You will work directly with live customer data streams (Customer Support, community forums, B2B partners etc) to filter out end-user issues and isolate true defects. Once validated, you will translate these issues into clear tickets and lead the governance push to ensure internal teams and suppliers deliver verified fixes within agreed SLAs.
Additionally, the role drives early-life post-launch surveillance for new product releases and conducts initial operational quality due diligence during supplier selection before handing daily factory execution to Manufacturing Operations in China.
Key Responsibilities & Objectives
Your Key Objectives
Proactively monitor and drive resolutions to keep overall failure rates for our products consistently below contractual target limits.
Define and enforce strict Service Level Agreements (SLAs) across internal teams and external suppliers, accelerating the speed at which field defects are resolved.
Build and embed structured intake, funneling, and prioritization frameworks to handle field quality issues from all channels within B2C and B2B.
Reduce unnecessary return volume and lower after-sales operational costs by defining standard diagnostic decision trees for Customer Support, Repair centers, and Self-RMA portals.
Perform operational quality due diligence and readiness assessments on prospective products suppliers during sourcing selection to ensure long-term reliability standards
Your Key Responsibilities
Field Issue Triage, Validation & Diagnostics
Cross-Channel Issue Triage & Filtering: Continuously monitor, filter, and validate field quality reports coming from Customer Support tickets, community forums, repair center reports, and B2B channels and so on. Distinguish between end-user misuse, software glitches, and true hardware/firmware defects.
Issues Quality Infrastructure Development: Design, build, and manage a dedicated intake framework to collect, funnel, categorize, and prioritize field issues…