.POSITION SUMMARY:The Customer Quality Manager is responsible for recommending and implementing operating practices related to customer satisfaction and retention.
He/she manages 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.
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 significant matters affecting overall customer and AE satisfaction.ESSENTIAL RESPONSIBILITIES:Manage 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.Work with cross-functional groups to coordinate strategies for meeting customer requirements in all quality areas that also serve AE's business needs.
Create and review strategies with functional owners and drive program completions.Coordinate with other departments on failure analysis reports, data analysis, corrective action, root cause analysis, and quality performance reports.Interact with executives and/or major customers, involving controversial situations, customer negotiations, and influencing senior-level managers.Initiate 8D root cause analysis & corrective actions, ensuring timely closure of actions.Present field performance and customer-specific data to corporate management and customer teams.Participate in Design Reviews or Safe Launch of Transfers or New Products to ensure compliance with reliability standards and customer requirements.Review Engineering Change Requests for customer approval requirements and submission.Host and coordinate customer audits, surveys, and other related activities.Own the RMA results for assigned customers & products, including RMA Turnaround time.Other duties as assigned.EXPERIENCE:Essential:Eight years of experience in technical or quality management fields.Experience in managing customer quality.Experience working in a fast-paced manufacturing environment.Experience in industrial and medical industries or working with those customers.Experience working with a global team.Desirable:Experience with manufacturing quality or product quality management.Experience working with field service teams.Knowledge 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, pareto charts, etc.Understanding of ISO 9001 quality systems and requirements.EDUCATION:Essential:Bachelor's degree in Engineering/Science.Desirable:Advanced Degree in Engineering/Science.MBA