JOB OVERVIEW:
The Sr. Manager of Customer Quality is the leader of the customer quality activities across the Americas region. She/He leads a cross functional team of CQE's and FCQEs, this team oversees maintaining good relationship with the customers, lead quality improvement plans in all sites and manages high impact customer escalations. Is able to communicate fluently at executive levels in Spanish and English, create executive presentations and maintain Sr. Management informed of any relevant successes. Is in charge of the development of talent to create a dynamic talent pool that is ready for succession at positions of increased responsibilities. This position reports to the Regional Sr. Manager of Customer Quality and will have direct reports in US and Mexico.
RESPONSIBILITIES
- Lead high Impact customer escalations.
- Lead the communications with the executive team.
- Lead a team to develop customer intimacy by representing voice of customer for key customers inside the company.
- Champion process owner responsible customer specific improvement plans aimed at improving Company internal performance to KPI's and our performance in the eyes of our customers.
- Lead the warranty programs and field customer quality engineering teams.
- Drive the utilization of customer quality core tools based designed around 8D improvement, corrective action verification of effectiveness and quality basic focus checks through PFMEA and other tools for key customer work centers to ensure robust continuous improvement within company process.
- Work cross functional to ensure key customer specific requirements are implemented and followed within the company.
- Proactive customer visitation to communicate performance improvement initiatives and obtain feedback to develop customer relationships.
- Ensure key customer portal company performance is accurately reflected in the internal TECHS system in support of our global processes and procedures.
- Facilitate global read across for major or fundamental corrective actions.
- Develop internal associates' awareness of company product applications and markets in the field as well as failure mode effects at customers.
- Contribute internally harmonized versions of customer scorecards and drive awareness and actions which improve company standing with customers.
- Align strategic approaches to customers with the Sales and Marketing team based on quality and business trends.
- Assist data gathering and formulate negotiation and accrual recommendations when customer pursue quality related cost recoveries from Tthe company.
- Identify mutually beneficial business, operational, product and packaging opportunities with key customers and proactively work with customers on implementation through joint Kaizen and other activities. Train strategic customer base on key company product applications, processing and handling techniques.
QUALIFICATIONS
- 10+ years of experience working directly with OEM's.
- BS Degree in Mechanical, Electrical, Industrial or Electronic Engineering required with 15+ years of relevant experience.
- Master's Degree preferred in similar Engineering or Business / Business Administration field.
- Fluent executive level communication skills in English (verbal, presentations & written).
- 3+ years' experience managing warranty programs directly with OEM's.
- Awareness level of convergent technical problem-solving tools, Shainin Red X Journeymen or above or Six Sigma black belt preferred.
- America Society for Quality (ASQ) Certified Quality Engineer preferred.
- 5+ years' experience with all tools of IATF16949; especially APQP, PPAP, Root Cause Analysis.
- Working knowledge of SPC, capability analysis, gage R&R, and statistical techniques through at least 2 years of experience.
- Excellent verbal and written communication skills with project management capabilities.
- Must be able to lead and motivate engineering resources within a matrix organization.
- Candidate must be self-directed and possess strong managerial courage and business acumen.
- Candidate must be well versed in working in technical and commercial environments and work fluidly to lead communications customers up to the OEM level.
- Must possess 5+ years' experience in risk mitigation using robust tools.
- Must be willing to travel 20% to 50% within the US and Mexico.
- Able to work effectively in a team environment.
- Proficiency working with Microsoft Excel, Word, PowerPoint, and SAP.