Sr. Manager, 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 to oversee 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 subsequently has the authority to make recommendations on matters of significant impact on company authority to deviate, or proceed with actions related to overall customer and AE satisfaction. 

RESPONSIBILITIES:

• Leads, directs, and manages all Customer Quality Management team activities for Medical BU, 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, especially for Medical BU.
• 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, filed 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 Medical Products and customers
• Interacts with major customers execitives and involves controversial situations, minor customer negotiations, or influencing and persuading other senior level managers
• Initiates 8D root cause analysis & corrective actions, and insures timely closure of actions.
• 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