Customer Quality Manager

Role Summary

The Customer Quality Manager is responsible for overseeing the day-to-day quality concerns and ensuring customer expectations are met.

Key Responsibilities

• Manage and lead Customer Quality Team to:
  • Ensure effective and efficient resolution of any customer quality concerns/issues
  • Develop, maintain and enhance the relationship with customer quality organization/contacts. And drive customer satisfaction in terms of quality.
  • Conduct defined internal audits (e.g., Control Plan audit) to ensure adherence to customer quality requirements.
  • Lead, coordinate and follow up defined customer visit events
  • Manage defined customer requirements (CSR) and drive adherence with internal responsible cross-function teams.
  • Manage 3rd-party onsite quality representative team to provide effective and efficient onsite support to customer.
  • Conduct PPAP review, approval and PPAP submission to customer portals
  • Track, monitor, maintain and report customer quality performance internally (e.g. Monthly Quality report) and externally (e.g. through customer portal.
  • Drive Customer quality process improvement and standardization.
  • Drive Warranty Claims and Returns, assess related warranty costs and support warranty reporting process
  • Support other customer activities as needed.
• Act as customer quality representative in the organization to ensure customer is protected from quality concerns in the
• Attend Meetings with senior management to report and discuss customer quality issues.
• Review internal PPAP, Quality Alerts, MQS, MAFACT and Local QMS Procedures for approval.
• Provide direction and guidelines to the team on customer interaction strategies, including reviewing all formal 8D reports to the customer.
• Provide training and performance reviews for the direct reports to optimize the performance. Address performance gaps as needed.
• Enforce company policy and local procedure within the department.
• Conduct both long term resource planning based on business requirement and the day-to-day administrative tasks related to team functions.
• Establish new on-site support reps as needed and manage the overall reps performance and cost.
• Foster a continuous improvement culture in the organization while driving the team towards zero defect ppm.

Key Qualifications/Requirements

Education

• Electrical or Mechanical Engineering Degree

Experience

• Minimum 3-5 years of supervisory experience in the automotive quality field, and a minimum of 3- 5 years of experience in a Quality Leadership role being a strong asset
• Engineering experience in manufacturing technology and production processes.
• The ideal candidate will have knowledge of the IATF16949 standard and certification.
• Ability to communicate with external customers and suppliers, occasionally in times of high visibility/increased pressure.
• Ability to lead a team and drive continuous improvement.
• Ability to travel occasionally.