Senior 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. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado. 

 

WHY BE A PART OF ADVANCED ENERGY? 

Some people say it’s like working in the best of two worlds. We operate like an agile, growing, small company – you can see your work make a difference to the company every day. Things move quickly and you can see and feel it. At the same time, we’re a global company founded in 1981 and have been publicly traded for more than 28 years. We have a strong cash position, deep trust and partnership with leading customers, a global best-in-class operations capability, and a proven leadership team. We have a track record and resources to make things happen both organically and inorganically. Being part of a nimble company with a solid foundation attracts team members that are capable, driven and like a challenge. Our employees collaborate and know how to have fun inventing, working, building and winning together. At our core, we are Advanced Energy – powering the future, together.  

 

POSITION SUMMARY:

Responsible for oversight of all Customer Quality Globally, coordinating responses related to customer quality issues and the implementation of operating practices and programs dealing with customer satisfaction and retention (e.g., new product introduction (NPI) quality, supplier corrective action requests (SCARs), escalations, etc.). Responsible for overseeing the Customer Quality team’s resolution of matters related to quality and 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 business unit (BU) satisfaction.     

 

RESPONSIBILITIES:

• Leads, directs, and manages all Customer Quality Management team activities globally, 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 and customer expectations.
• 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 key performance indicators (KPIs) on critical customer problems relating to all BUs and customers.
• Interacts with major customers and involves controversial situations, minor customer negotiations, or influencing and persuading other senior level managers.
• Trains, coaches, assesses, and mentors team and peers with relation to failure analysis reports, data analysis (quality metrics), corrective action, root cause analysis, eight disciplines / corrective action preventive action (8D / CAPA), and quality performance reports.

 

WORK ENVIRONMENT:

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

 

QUALIFICATIONS:

• Ability to communicate effectively and professionally with a variety of internal and external customers.
• Ability to influence and build customer trust.
• Requires the use of independent judgement, responsible actions, and professionalism in all customer dealings.
• Ability to construct cross-functional project teams and complete programs on schedule.
• Ability to balance the requirements of performance, cost, and manufacturability.
• Ability to solve complex technical problems.
• Ability to manage multiple projects at one time.
• Excellent verbal and written communication and interpe