Customer Quality Manager

Job details

Domain

Performance and Support

Job field / Job profile

Quality - Program / customer quality assurance

Job title

Customer Quality Manager

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

The Customer Quality Manager (CQM) position provides the opportunity to gain experience working with customers and across multiple disciplines with Safran Electronics & Defense, Avionics (SEDA). The CQM has a direct impact on customer satisfaction metrics.

A successful CQM develops strong customer relationships and manage the customer satisfaction metrics for assigned customer. The CQM utilizes a network of operations and engineering resources to evaluate SEDA products and processes, analyze root causes of deficiencies and ensures proper corrective actions are implemented in a timely manner. The CQM participates in cross-functional team efforts to make improvements to SEDA products and processes ensuring the highest quality products are delivered to the customer.

This position requires ability to develop relationships with customers, program / contract management and various support groups to ensure timely responses to issues requiring corrective action or impacting customer satisfaction. The position also requires an ability to interpret customer requirements and ability to satisfy them with our current Quality Management System.

Essential Duties and Responsibilities :

Essential duties and responsibilities include, but are not limited to the following :

Interface with business units, cross-functional groups and customers on support tasks related to Quality & OTD, FA (Failure Analysis), RCCA (Root Cause Analysis / Corrective Actions and Preventive Actions).

Review FA & RCCA reports before release to customers, and address follow up customer questions / requests.

Manage the quality relationship with customers (internal / external) and drive proactive customers support.

Create strong customers relationship in cooperation with Program Office.

Address all customers' requests and complaints (Quality mainly). The CQM is the first point of contact for quality issues and requests, directly by the customers or through Program Office / Service Group.

Support data analysis for KPIs metrics (Customer Satisfaction).

Involve in failure analysis and managed quality escalations, including leading cross-functional teams.

Ensure Cross-functional team's performance metrics are aligned with the organization's strategic objective supporting Customer Satisfaction.

Recommend modifications of internal qualification, assembly & test processes to meet Customer Satisfaction expectations.

Involvement with reviewing customer requirements and quality contracts.

Managed customer visits and customer audits.

Create quality notification letters.

Support customer business reviews. Track Customer Sat scorecards and drive improvement plans.

Lead periodic Customer Sat reports for customers.

Drive continuous improvement through Ops, based on FA findings and customer

requirements.

Champion of the "Voice of Customer".

Lead other quality functions to ensure One Quality group behavior.

Lead and complete specific projects / tasks as assigned.

Candidate skills & requirements

Education / Experience

STEM Bachelor's degree required

Experience in Quality, Engineering, and / or a customer-facing role

Ability to travel domestic / international for up to 50%

Physical Requirements - Office :

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.

The employee must occasionally lift and / or move up to 10 pounds.

• Specific vision abilities required by this job include close vision.

The noise level in the work environment is usually quiet.

Additional Requirement :

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Annual salary

$95K-$141K

Job location

Job location

North America, United States, California, Irvine

City (-ies)

1833 Alton Parkway CA 92606 Irvine

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 8 years