Customer Quality Manager

Job details
**Employment Type**:
Full-Time
**Location**:
Cienega de Flores, Nuevo Leon, Mexico
**Job Category**:
Quality & Continuous Improv
**Job Number**:
WD30238513
**Job Description**:
What you will do
The Customer Quality Manager (CQM) will lead customer quality initiatives and are assigned directly to one or more major customers/ dealers. We are looking for a CQM who is passionate about customer service, highly customer-oriented, and excels in executing responsive and effective corrective actions for quality topics.
This role will drive communication and action working directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Operations, Sales and Service.
This role includes establishing critical customer quality metrics for assigned key accounts while orchestrating critical issue resolution and advocating for customers to ensure JCI is the best supplier. This person will be responsible to the assigned customers/account teams to drive improvement in key customer metrics by identifying issues/opportunities, initiating resolution/improvement plans and driving/tracking actions by engaging appropriate functional management and business units to ensure full support.
How you will do it
**Regular Tracking Meetings**: Organize and lead regular meetings with customers to review quality topics and the status of open 8D reports.
Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements.
**Immediate Response**: Coordinate containment actions in the event of a quality issue.
Develop and implement customer quality scorecard / KPIs to drive performance baseline and improvement on an ongoing basis
**On-Site Quality Reviews**: Conduct regular on-site meetings with customers and data center end-users to address quality topics and potential quality issues. Expect up to 30% travel.
**Customer Visits and Audits**: Coordinate quality-related customer visits to factories and/or audits.
Effectively engage with your leadership and the broader organization to support a customer-focused culture
Account executive relationship management - Responsible for frequent updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards an elite Quality organization
**Problem-Solving Skills**: Maintain credibility by promptly resolving quality issues.
**Data-Driven Communication**: Use statistical and reliability tools (e.g., Excel, Minitab, PowerBI) to ensure effective customer communication on quality issues.
What we look for
**Education**: Bachelor's degree in Engineering, Quality Management, or a related field.
Professionals with at least 5+ years of experience in customer quality, operations, supplier management, business optimization and/ or project management
Lean Manufacturing and/or Six Sigma training
Ability to develop and maintain professional relationships across a matrixed, multi-cultural organization to collaborate for results
**Communication Skills**: Strong communicator with attentive, empathic listening skills.
**Negotiation Skills**: Strong negotiation competences to handle difficult situations with opposing opinions.
An innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can manage adverse situations
A high level of self-motivation, sense of urgency, and assertiveness with the ability to make meaningful decisions with mínimal supervision.
Ability to travel 25-50%
Preferred
Master’s degree in Business or Engineering
**Commercial Service Experience**: Experience in commercial service
**Advanced Quality Requirements**: Experience with advanced quality requirements (IATF 16949 or equivalent).
**Industry Experience**: Experience with HVAC manufacturers and/or automobile industries.
ASQ Certification CQE, CQM.