Jobs and Careers

Sr Customer Quality Manager

Tallahassee, United Statesfull_timeVerifiedPosted 25 Nov 2024

About the role

Job Description

The Senior Customer Quality Manager (CQM) will lead customer quality initiatives, focusing on the data center sector. We are looking for a CQM who is passionate about customer service, highly customer-oriented, and excels in executing responsive and effective corrective actions for quality topics. This role is crucial in representing and aligning expectations for our oil-free compressor technology, emphasizing quality and reliability in the growing data center segment.

Job Responsibilities

Responsibilities include, but are not limited to,

Customer Obsession and Empathy: Demonstrate a deep understanding of customer needs and respond effectively.
Problem-Solving Skills: Maintain credibility by promptly resolving quality issues.
Effective Coordination: Facilitate communication and coordination between customers and backend support teams to resolve quality issues efficiently.
Continuous Improvement: Drive enhancements in quality processes to meet increasing customer expectations.
8D Problem-Solving: Lead 8D’s with backend support teams for rapid issue resolution.
Data-Driven Communication: Use statistical and reliability tools (e.g., Excel, Minitab, PowerBI) to ensure effective customer communication on quality issues.
Team Collaboration: The CQM will collaborate with regional CQMs and backend support teams to align priorities and drive corrective actions. The importance of teamwork and collaboration cannot be overstated.

Key Tasks:

Regular Tracking Meetings: Organize and lead regular meetings with customers to review quality topics and the status of open 8D reports.
Relationship Building: Establish strong relationships with customers and data center end users to capture Voice of the Customer (VOC) and drive continuous improvement.
Immediate Response: Coordinate containment actions in the event of a quality issue.
On-Site Quality Reviews: Conduct regular on-site meetings with customers and data center end-users to address quality topics and potential quality issues. Expect up to 30% travel.
Customer Visits and Audits: Coordinate quality-related customer visits to factories and/or audits.
Complaint Handling: Drive improvements in the complaint handling process to reduce complexity and provide ease of use for customers, ensuring faster resolution.

Background & Skills

Required Qualifications:

Educational Background: BS in Engineering or Business
Technical Experience: 5+ years of experience as a quality manager and/or customer quality manager.
Communication Skills: Strong communicator with attentive, empathic listening skills.
Negotiation Skills: Strong negotiation competences to handle difficult situations with opposing opinions.
Organizational Skills: Well-organized, focused, and a good executor.
Data Analytics Proficiency: Proficiency in data analytics.
Interpersonal skills: Ability to create a positive environment through teamwork and collaboration.

Preferred Qualifications:

Master’s degree in Business or Engineering
Commercial Service Experience: Experience in commercial service
Advanced Quality Requirements: Experience with advanced quality requirements (IATF 16949 or equivalent).
Genba Mindset: Experience in problem-solving with a Genba mindset.
Industry Experience: Experience with data center and/or chiller manufacturers and/or automobile industries.

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.