Job Description
POSITION SUMMARY
The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines
RESPONSIBILITIES
Customer Issue Management
* Serve as the primary global interface for customer quality issues and escalations
* Ensure rapid containment, clear communication, and timely resolution of all customer complaints
* Lead customer reviews, reporting, and executive-level updates on issue status
Problem Solving & 8D Leadership
* Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
* Ensure quality of root cause, corrective actions, and verification of effectiveness
* Drive standardization of problem-solving across all plants and regions
Global Read-Across Deployment
* Lead structured read-across process to prevent recurrence across similar products, processes, and locations
* Ensure actions are deployed, validated, and sustained globally
* Identify systemic risks and proactively eliminate them
Cross-Functional Coordination
* Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
* Ensure alignment between customer issues and internal corrective actions
* Drive accountability across regions and functions
Performance Monitoring & Reporting
* Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
* Identify trends and drive proactive improvements
* Support digital dashboards and real-time visibility (QMS / BI tools)
Customer Relationship Management
* Build strong relationships with key customers
* Represent the organization in audits, reviews, and escalation meetings
* Drive customer confidence through transparency and execution
QUALIFICATIONS
* 7+ years in Quality, Manufacturing, or Customer Quality roles
* Experience managing global customer accounts and escalations
* Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
* Experience in automotive, industrial, or data center manufacturing environments
* Proven ability to lead cross-functional teams in high-pressure situations
* Strong communication skills with ability to interface at executive levels
EDUCATION AND CERTIFICATIONS
* 7+ years in Quality, Manufacturing, or Customer Quality roles
* Experience managing global customer accounts and escalations
* Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
* Experience in automotive, industrial, or data center manufacturing environments
* Proven ability to lead cross-functional teams
Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjI0ODEwLjEwNTA4QHZlcnRpdmNvbXAuYXBsaXRyYWsuY29t
