Customer Quality Manager

What we offer

Competitive base salary and bonus program.
Three weeks paid vacation in a calendar year with additional /holidays/sick time/personal days
Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one.
Extensive product and on-the-job/cross training opportunities
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
JCI Employee discount programs (The Loop by Perk Spot)

You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What you will do

The Customer Quality Manager (CQM) will lead customer quality initiatives and are assigned directly to one or more major customers/ dealers. We are looking for a CQM who is passionate about customer service, highly customer-oriented, and excels in executing responsive and effective corrective actions for quality topics.

This role will drive communication and action working directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Operations, Sales and Service.

This role includes establishing critical customer quality metrics for assigned key accounts while orchestrating critical issue resolution and advocating for customers to ensure JCI is the best supplier. This person will be responsible to the assigned customers/account teams to drive improvement in key customer metrics by identifying issues/opportunities, initiating resolution/improvement plans and driving/tracking actions by engaging appropriate functional management and business units to ensure full support.

This is a newly created role and we are hiring for two positions, one in Wichita, KS and one in Norman, OK and are providing relocation assistance.

How you will do it

* Organize and lead regular meetings with customers to review quality topics and the status of open 8D reports.
* Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements.
* Coordinate containment actions in the event of a quality issue.
* Develop and implement customer quality scorecard / KPIs to drive performance baseline and improvement on an ongoing basis.
* Conduct regular on-site meetings with customers and data center end-users to address quality topics and potential quality issues.
* Coordinate quality-related customer visits to factories and/or audits.
* Effectively engage with your leadership and the broader organization to support a customer-focused culture.
* Account executive relationship management - Responsible for frequent updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards an elite Quality organization.
* Maintain credibility by promptly resolving quality issues.
* Use statistical and reliability tools (e.g., Excel, Minitab, PowerBI) to ensure effective customer communication on quality issues.

What we look for

* Bachelor's degree in engineering, Quality Management, or a related field.
* Professionals with at least 5+ years of experience in customer quality, operations, supplier management, business optimization and/ or project management.
* Lean Manufacturing and/or Six Sigma training.
* Ability to develop and maintain professional relationships across a matrixed, multi-cultural organization to collaborate for results.
* Strong communicator with attentive, empathic listening skills.
* Strong negotiation competences to handle difficult situations with opposing opinions.
* An innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can manage adverse situations.
* A high level of self-motivation, sense of urgency, and assertiveness with the ability to make meaningful decisions with minimal supervision.
* Ability to travel 25-50%.

Preferred

* Master's degree in Business or Engineering.
* Commercial Service Experience: Experience in commercial service.
* Advanced Quality Requirements: Experience with advanced quality requirements (IATF 16949 or equivalent).
* Industry Experience: Experience with HVAC manufacturers and/or automobile industries.
* ASQ Certification CQE, CQM.

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