Director, Customer Quality

ABOUT ADVANCED ENERGY                    

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. With engineering know-how and responsive service and support around the globe, the company builds collaborative partnerships to meet technology advances, propel growth for its customers and innovate the future of power. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

 

POSITION SUMMARY:                                  

Responsible for oversight of all phases of AE’s Medical Business Unit’s coordinated response related to customer quality issues and the implementation of operating practices and programs dealing with customer satisfaction and retention (e.g. NPI quality, SCAR’s, escalations, etc.). Responsible for overseeing the Customer Quality team’s resolution of matters related to Quality/Reliability of product, internal processes and procedures that impact overall customer satisfaction. Will oversee and be responsible for customer negotiations on business-critical issues by coordinating input from Customer Quality team, and cross-functional groups and has the responsibility and authority to deviate or proceed with actions related to overall customer and BU satisfaction.

 

RESPONSIBILITIES:

• Leads, directs, and manages all Customer Quality Management team activities for Plasma Power, to develop strategies for meeting customer’s requirements in all quality areas that also serve the BU’s business needs
• Properly manages programs, groups and product teams related to workload in relation to meeting corporate customer quality business objectives for the BU Medical
• Oversees the relationship between customer’s Quality, Engineering and Production groups and AE’s Engineering, Sales, Marketing, Service, Quality and Operations functions to resolve equipment reliability and performance issues
• Program manages the technical strategies necessary to address critical customer problems ranging from NPI, field escalations, or factory product issues, as needed
• Establishes team objectives and assignments as well as manages the reporting system for the team and top level KPI’s on critical customer problems relating to BU Medical Products and customers
• Interacts with major customers and involves controversial situations, minor customer negotiations, or influencing and persuading other senior level managers
• Trains, coaches, assess, and mentors’ team and peers with relation to failure analysis reports, data analysis (quality metrics), corrective action, root cause analysis (8D / CAPA), and quality performance reports

 

WORK ENVIRONMENT:

• Standard office environment, noisy & busy manufacturing areas / labs, and clean-room environment
• AE Medical Business is a highly dynamic, technically challenging, and fast-paced manufacturing workplace
• Must be able to travel up to 25-30% of the time. Travel is mostly domestic but may require international visits to interact with customers and/or vendors

 

QUALIFICATIONS:

• Ability to communicate effectively and professionally with a variety of internal and external customers
• Requires the use of independent judgement, responsible actions and professionalism in all customer dealings
• Expertise in constructing cross-functional project teams and complete programs on schedule
• Proficient in balancing the requirements of performance, cost, and manufacturability, and to solve complex technical problems
• Proficient in managing multiple projects at one time
• Excellent verbal and written communication, and interpersonal skills
• Proven ability to successfully manage teams through coaching and development
• Strong computer skills, including experience with all Microsoft Office products, SAP - Enterprise Requirements Planning (ERP), and Customer Relationship Management (CRM) – SFDC

 

EXPERIENCE:                                              

• Eight to ten years of experience in technical or quality management
• Excels in working in a faced paced, high mixed low volume manufacturing environment
• Experienced in working with Tier 1 & 2 customers with direct interfacing to the customer’s supplier quality organizations
• Knowledgeable in the medical equipment industry or working with medical equipment customers
• Proficient in working with a global t