Customer Quality Manager

The science of electronics is transforming exponentially through innovation and connectivity around the planet. Every day, breakthroughs are making technologies – from micro-processors, memory chips and flat panels to photovoltaic cells – even smaller and more powerful, opening up countless new possibilities in how the world lives, works and connects. Air Liquide Advanced Materials grows by enabling our customers to innovate. Our ALOHA™, Enscribe, and Voltaix® products are critical to the manufacture of the newest computer chips required for Big Data and the Internet of Things. To enhance our execution from discovery to delivery (“lab-to-fab”), we are adding talented people to our team.

This position is part of the Air Liquide Advanced Materials Business Unit which focuses on highly specialized molecules that support the semiconductor industry.  Within a growing business, you will be enabled to significantly add value to a diverse portfolio of existing products and assist in new product commercialization efforts from a quality perspective. This position will be based at the Customer’s primary country of operations.  Travel to customers and ALAM facilities is expected to be ~25%.

How will you CONTRIBUTE and GROW?

In a fast paced environment, this position is responsible for supporting specific key customers and working with Air Liquide (AL) affiliates and ALAM manufacturing sites to align and coordinate key customer quality requirements and expectations, lead and coordinate product quality issues resolutions and support projects to exceed customer expectations. You will be the key customer quality facing and/ or AL affiliates point of contact relates to the ALAM product portfolio of commercialized materials. You will support the portfolio of emerging products under consideration to ensure they are set up for successful adoption from a customer quality perspective. You will provide input and be responsible for implementing customer specific requirements within the manufacturing and supply chain environment in alignment with business needs.

Responsibilities include but are not limited to:

• Ensure that the response to Quality concerns dealing with the Customers is consistent across ALAM and entities for the Advanced Materials product portfolio. This includes, but is not limited to audit findings, product specific acceptance limits methodology, corrective and preventive actions, continuous improvements and specific quality initiatives.

• Manage the change notification process with the Customers and coordinate internally with the change owners on milestone events and schedules within ALAM manufacturing sites.

• Lead and drive customer satisfaction in quality. Ensure customer quality scorecards, KPIs, requirements, expectations and  initiatives are well communicated, duly explained and trigger a consistent action plan with regular review internally and with customers. Customer satisfaction in quality is a key success factor of this role.

• Lead and drive customer product quality complaints responses and resolutions with 8D methodology in a timely manner. Prepare customer version 8D report if required. Follow up on complaint closure and ensure corrective and preventive actions are effective and completed. Preventing customer complaints is one of the primary goals for this role. 

• Interface within the ALAM organization for customer quality requests or initiatives and implement global solutions across the customers geographies.

• Be responsible for understanding the customers long term quality views and working cross functionally within the ALAM organization and sites to implement strategic action plan, to promote positive quality initiatives and align with customers strategic intentions.

• Analyze customer quality performance to identify trends and improvement opportunities to drive for customer satisfaction.

• Perform customer quality performance monitoring and reporting to ALAM managements.

• Coordinate with ALAM manufacturing sites to prepare SPC trend reporting and the evaluation of ship-to-control limits change requests.

• Coordinate customer audit with ALAM manufacturing sites. Lead audit preparation survey or questionnaires and participate in customer audit on site. Coordinate and follow up audit findings and audit action plan. 

• Deliver quality initiatives for the customer account team which contribute to the overall account strategy and satisfaction.

The coverage of this role:

This is a global role which will primarily cover a key and strategy account