Customer Quality Manager (CQM)

R10083145 Customer Quality Manager (CQM) (Open)

Location:

Dallas, TX - LBJ Office - Safety & quality

Air Liquide Electronics innovative electronic materials respond to increasingly challenging customer demands for improved mobility, connectivity, computing power and energy consumption. We offer ultra pure carrier gases, a wide range of specialty gases and advanced precursor molecules, enabling equipment for safe distribution, purification and on-line purity control. On site, manufacturers rely on our expertise in providing full management of these gases, advanced molecules and equipment and in helping to continuously improve production processes.

How will you CONTRIBUTE and GROW?

Air Liquide is Hiring for a Customer Quality Manager in Dallas, TX!

At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We are looking for you!

• Pay: $120,000.00 - $130,000.00

The Customer Quality Manager is responsible for achieving superior customer satisfaction and quality excellence by improving overall quality, cost efficiency, and productivity. This pivotal role acts as the primary liaison between customer requirements and internal operational execution. The CQM's core objective is to ensure that all products and services consistently meet or surpass both customer expectations and predefined quality standards. Furthermore, this position drives continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Responsibilities

Customer Quality Roadmap Expectations

• Develop and manage customer roadmaps from inputs from operations, account managers, and quality. 

• Identify and facilitate implementation of Customer specific requirements throughout the organization. 

• Drive understanding of the customer Supplier Quality Review Board requirements throughout the organization and manage gap analysis.

• Collect and analyze customer scorecards and other relevant quality KPIs and manage performance improvement plans 

• Work with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers, where appropriate.

• Lead other related customer-facing activities such as customer audits, complaint investigations, supplier quality issue review and response, and electronic Certificates of Analysis (eCoA) processes.

• Collaborate with internal teams to understand stakeholder and customer quality requirements.

Customer / Internal Audit

• Lead audit preparation, execution, and follow-up, owning action item closure. Record results in Air Liquide’s system of record (Intelex).

Customer Complaint / Customer Quality Events

• Manage customer/supplier quality issues (SQNs, 8D) to ensure robust, on-time customer responses.

• Facilitate root cause analysis (including supplier events) for Customer Quality issues.

• Collaborate with process owners to implement corrective/preventive actions based on findings.

• Communicate containment, investigation, and action plan results to stakeholders.

• Maintain Customer Quality Event records in Air Liquide’s system of record (Intelex) and provide responses via customer templates.

• Communicate with customers, suppliers, and senior management on quality issues

Management of Change/Process Change Notifications (MOC / PCNs)

• Ensure compliance with customer PCN specifications. 

• Coordinate/communicate PCNs to customers, update internal systems, involve customers in MOC as needed, ensure no unauthorized changes, prepare PCN packages, update Intelex with approval, and communicate requirements to relevant suppliers.

Process Control System (PCS)

• Assist in Statistical Process Control (SPC)/Statistical Quality Control (SQC) , including developing standard data analysis/statistical control approaches. 

• Lead data prep for customer trend reviews, assist PCS owner with customer-specific STC/trend rules, notify of trends, assist with acceptance criteria (CPk, CPu), identify critical-to-quality items, and manage Statistical Test Notifications (STN) / Out if Control (OOC) concessions.

Business Continuity Plan (BCP)

• Provide customer-specific BCP requirements to the Business Risk Analysis team, communicate