Customer Quality Project Manager

Johnson Controls; Edmonton; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Bonus

Paid vacation plus holidays and sick</

Comprehensive benefits including 401K,

On the job training

Collaborative team environment

Zero Harm safety policy

Job summary

Johnson Controls Canada is seeking a Customer Quality Project Manager to drive customer‑facing quality initiatives across the project lifecycle. You will serve as the liaison between customers and cross‑functional teams to ensure quality expectations are met and corrective actions implemented.

You will lead project timelines, risk assessments, and action plans while promoting continuous improvement to reduce warranty costs and boost customer satisfaction.

Qualifications

• Minimum 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards.
• 3+ years of client engagement experience.
• Knowledge of QA cause and effect methodologies.
• Proven experience conducting CAPA and RCA.
• Highly motivated and self‑directed, capable of multi‑tasking with minimal supervision.
• Extremely detail‑oriented and analytical thinker.
• Able to interface directly with cross‑functional teams.
• Strong problem identification and resolution skills.
• High level of proficiency with Microsoft Office, particularly Excel.
• Strong work ethic and positive team attitude.
• Clear and concise communication ability.
• Occasional shop environment, requiring adherence to safety policies and exercise of caution.
• Ability to work and communicate with prudence, while effectively managing time, completing tasks, and working safely.

Responsibilities

• Customer Quality Leadership: Serve as the primary quality contact for strategic customers and high‑visibility projects.
• Project Management: Lead customer quality projects from initiation through closure with plans and risk assessments.
• Quality Improvement & Problem Solving: Facilitate 8D, RCA, FMEA, and CAPA to prevent recurrence.
• Customer Issue Management: Manage complaints, warranty claims, and field quality concerns with containment.
• Data Analytics & Reporting: Develop dashboards and KPIs; present findings using Power BI and Excel.

Skills

QA systems & standards

Client engagement

CAPA & RCA

Cross-functional collaboration

Analytical thinking

Communication

Safety awareness

Problem solving

Time management

Detail oriented

Team oriented

Tools

Power BI

Excel

Microsoft Office

Job description

Customer Quality Project Manager

Build your best future with the Johnson Controls team. As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. 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 we offer:

• Competitive salary and bonus!
• Paid vacation with additional paid holidays and sick time
• Comprehensive benefits package including 401K, medical, dental, and vision care – available day one
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

A Day in the Life at Johnson Controls: https://on.jci.com/3CmsdwX

Position Summary

The Customer Quality Project Manager is responsible for leading customer‑focused quality initiatives and driving resolution of product, manufacturing, and field performance issues throughout the project lifecycle. This role serves as the primary liaison between customers and internal cross‑functional teams to ensure quality expectations are met, customer concerns are addressed, and continuous improvement actions are implemented. The position combines project management, customer relationship management, quality engineering, and problem‑solving expertise to improve customer satisfaction, reduce warranty and quality‑related costs, and deliver successful project outcomes.

Key Responsibilities

• Customer Quality Leadership Serve as the primary quality contact for strategic customers and high‑visibility projects. Lead customer quality review meetings, issue resolution discussions, and executive‑level communications. Develop and maintain strong customer relationships by proactively addressing quality concerns. Manage customer escalations through timely containment, investigation, and corrective action implementation.
• Project Management Lead customer quality projects from initiation through closure. Develop project timelines, risk assessments, action plans, and status reporting. Coordinate quality activities across Engineering, Manufacturing, Supply Chain, Service, and Sales organizations. Monitor project deliverables to ensure quality objectives, customer expectations, and deadlines are achieved.
• Quality Improvement & Problem Solving Facilitate structured problem‑solving activities using: 8D Methodology Root Cause Analysis (RCA) 5 Why Analysis Fishbone Diagrams FMEA Lean Six Sigma Tools Drive corrective and preventive actions (CAPA) to eliminate recurring issues. Validate effectiveness of implemented corrective actions. Identify systemic quality risks and opportunities for process improvement.
• Customer Issue Management Manage customer complaints, warranty claims, and field quality concerns. Review and analyze customer feedback, nonconformances, and field performance data. Lead containment activities to minimize customer disruption. Coordinate issue resolution efforts between customers, factories, suppliers, and service teams.
• Data Analytics & Reporting Develop and maintain customer quality dashboards and KPIs. Analyse trends related to: Customer complaints Warranty performance Defect rates Cost of poor quality Customer satisfaction metrics Present findings and recommendations to leadership and customers. Utilize Power BI, Excel, and other reporting tools to communicate performance metrics.

Required Qualifications

• Minimum 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards
• 3+ years of client engagement experience
• Knowledge of QA cause and effect methodologies
• Proven experience conducting Corrective and Preventative Action (CAPA) and Root Cause Analysis (RCA)
• Highly motivated and self‑directed, capable of multi‑tasking, and able to work with minimal supervision
• Extremely detail‑oriented and analytical thinker
• Able to interface directly with cross‑functional teams
• Strong problem identification and resolution skills
• High level of proficiency with Microsoft Office, particularly Excel
• Strong work ethic and positive team attitude
• Clear and concise communication ability
• Occasional shop environment, requiring adherence to safety policies and exercise of caution, as the environment presents many naturally occurring hazards
• Ability to work and communicate with prudence, while effectively managing time, completing tasks, and working safely

Preferred

• Experience in HVAC industry
• Training and/or experience in ISO 9001
• Experience managing customer‑facing projects and issue resolution.
• Experience working in manufacturing or engineered product environments.

#LI-Onsite

Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act ("AODA"). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. Any information you provide related to accommodation measures will be treated as confidential.

A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.

Johnson Controls: Enhancing the Intelligence of Buildings

Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission‑critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.