Customer Quality Manager
hace 2 semanas
POSITION SUMMARY:
The Customer Quality Manager is responsible to recommend and implement operating practices related to customer satisfaction and retention. He/she is responsible for customer relationships and transactional opportunities related to the resolution of concerns. The role serves as the primary interface for various levels within the customer and AE environment to resolve matters related to Quality/Reliability of product, internal processes and procedures that impact customer satisfaction. The role manages the customer relationship as related to customer satisfaction, quality expectations, process controls, and delivery expectations. Responsibilities also include negotiations on business critical matters by coordinating input with cross functional groups, and external customers and subsequently has the authority to make recommendations on matters of significant impact on company authority to deviate, or proceed with actions related to overall customer and AE satisfaction.
ESSENTIAL RESPONSIBILITIES:
- Responsible for managing the relationship between customer's Quality, Engineering and Production groups and AE's Engineering, Sales, Marketing, Service, Quality and Operations functions to resolve product reliability and performance issues.
- Responsible for working with cross-functional groups to coordinate strategies for meeting customer's requirements in all quality areas that also serve AE's business needs. Creates and reviews strategies with functional owners and drives program completions.
- Coordinates with other departments failure analysis reports, data analysis, corrective action, root cause analysis, and quality performance reports.
- Interacts with executives and/or major customers. Interactions involve controversial situations, customer negotiations, and/or influencing and persuading other senior level managers
- Initiates 8D root cause analysis & corrective actions, and insures timely closure of actions.
- Presents field performance and customer specific data to corporate management and customer teams.
- Can be asked to participate in Design Reviews or Safe Launch of Transfers or New Products to insure compliance with reliability standards and customer requirements
- Review Engineering Change Requests for customer approval requirements and submission.
- Is responsible to host and coordinate customer audits, surveys, and other such activities.
- Owner of the RMA results to the assigned customers & products, including RMA Turnaround time.
Other duties as assigned.
EXPERIENCE:
Essential:
- Eight years of experience in technical or quality management fields
- Experience with management of customer quality
- Experienced with working in a fast paced, manufacturing environment
- Experienced in industrial, and medical industries or working with those customers
- Experienced in working with a global team
Desirable:
- Experienced with manufacturing quality or product quality management
- Experienced working with field service teams
- Knowledgeable of SPC, Variation Control, and MSA or GR&R techniques
- Ability to utilize quality / lean tools in analyzing, solving, and discussing problems—e.g. histograms, run charts, control charts, parteto charts, etc.
- Understanding of ISO 9001 quality systems and copy exactly requirements
EDUCATION:
Essential:
- Bachelors degree in Engineering / Science
Desirable:
- Advanced Degree in Engineering / Science
- MBA
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