Global Customer Quality Manager

Vertiv; Santa Catarina; Presencial; MXN 1.397.380 - 1.746.725; Jornada completa

Descripción de la vacante

Vertiv in Santa Catarina is seeking a Global Customer Quality Manager to protect the customer experience across global operations. This role ensures effective resolution of customer quality issues and drives systemic corrective actions through problem-solving methodologies.

The ideal candidate will have over 7 years of experience in quality roles, strong expertise in problem-solving, and the ability to lead teams in high-pressure situations. Strong communication skills are essential for interfacing at executive levels.

Formación

• 7+ years in Quality, Manufacturing, or Customer Quality roles.
• Experience managing global customer accounts and escalations.
• Proven ability to lead cross-functional teams in high-pressure situations.

Responsabilidades

• Serve as the primary global interface for customer quality issues and escalations.
• Ensure rapid containment, clear communication, and timely resolution of all customer complaints.
• Build strong relationships with key customers.

Conocimientos

Problem-solving methodologies (8D, Root Cause, PFMEA)

Cross-functional team leadership

Strong communication skills

Descripción del empleo

Job Description

Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem‑solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end‑to‑end management of customer quality issues, ensuring effective resolution, robust read‑across deployment, and prevention of recurrence across all regions and product lines.

Responsibilities

Customer Issue Management

• Serve as the primary global interface for customer quality issues and escalations
• Ensure rapid containment, clear communication, and timely resolution of all customer complaints
• Lead customer reviews, reporting, and executive‑level updates on issue status

Problem Solving & 8D Leadership

• Own and enforce disciplined problem‑solving using 8D, 5‑Why, and root‑cause methodologies
• Ensure quality of root cause, corrective actions, and verification of effectiveness
• Drive standardization of problem‑solving across all plants and regions

Global Read‑Across Deployment

• Lead structured read‑across process to prevent recurrence across similar products, processes, and locations
• Ensure actions are deployed, validated, and sustained globally
• Identify systemic risks and proactively eliminate them

Cross‑Functional Coordination

• Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
• Ensure alignment between customer issues and internal corrective actions
• Drive accountability across regions and functions

Performance Monitoring & Reporting

• Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
• Identify trends and drive proactive improvements
• Support digital dashboards and real‑time visibility (QMS / BI tools)

Customer Relationship Management

• Build strong relationships with key customers
• Represent the organization in audits, reviews, and escalation meetings
• Drive customer confidence through transparency and execution

Qualifications

• 7+ years in Quality, Manufacturing, or Customer Quality roles
• Experience managing global customer accounts and escalations
• Strong expertise in problem‑solving methodologies (8D, Root Cause, PFMEA)
• Experience in automotive, industrial, or data center manufacturing environments
• Proven ability to lead cross‑functional teams in high‑pressure situations
• Strong communication skills with ability to interface at executive levels

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail].