Customer Quality Manager

Safran companies; California, Irvine (MO, CA); On-site; USD 95,000 - 160,000; Full time

Job summary

An established industry player is seeking a Customer Quality Manager to enhance customer satisfaction and manage quality metrics. This role involves developing strong relationships with customers, utilizing engineering resources to evaluate products, and ensuring timely corrective actions. The ideal candidate will have a Bachelor's degree in STEM and over three years of relevant experience. Join a dynamic team dedicated to delivering the highest quality products, driving continuous improvement, and championing the voice of the customer. This is a fantastic opportunity for those passionate about quality management and customer relations.

Qualifications

• Bachelor's degree in STEM required.
• More than 3 years of experience in Quality or Engineering.

Responsibilities

• Manage customer quality relationships and drive proactive support.
• Lead failure analysis and manage quality escalations.
• Support data analysis for customer satisfaction metrics.

Skills

Customer Relationship Management

Quality Management

Failure Analysis

Root Cause Analysis

Data Analysis

Leadership

Effective Communication

Education

Bachelor's Degree in STEM

Job description

Company: Safran Electronics & Defense

Job field: Quality

Location: Irvine, California, United States

Contract type: Permanent

Contract duration: Full-time

Required degree: Bachelor's Degree

Required experience: More than 3 years

Professional status: Employees / Staff

Salary range: $95,000 - $160,000

The Customer Quality Manager (CQM) position provides the opportunity to gain experience working with customers and across multiple disciplines with Safran Electronics & Defense, Avionics (SEDA). The CQM has a direct impact on customer satisfaction metrics.

A successful CQM develops strong customer relationships and manages the customer satisfaction metrics for assigned customers. The CQM utilizes a network of operations and engineering resources to evaluate SEDA products and processes, analyze root causes of deficiencies, and ensure proper corrective actions are implemented in a timely manner. The CQM participates in cross-functional team efforts to make improvements to SEDA products and processes ensuring the highest quality products are delivered to the customer.

This position requires the ability to develop relationships with customers, program/contract management, and various support groups to ensure timely responses to issues requiring corrective action or impacting customer satisfaction. The position also requires an ability to interpret customer requirements and satisfy them with our current Quality Management System.

Essential Duties and Responsibilities

Essential duties and responsibilities include, but are not limited to the following:

1. Interface with business units, cross-functional groups, and customers on support tasks related to Quality & OTD, FA (Failure Analysis), RCCA (Root Cause Analysis / Corrective Actions and Preventive Actions).
2. Review FA & RCCA reports before release to customers, and address follow-up customer questions/requests.
3. Manage the quality relationship with customers (internal/external) and drive proactive customer support.
4. Create strong customer relationships in cooperation with Program Office.
5. Address all customer requests and complaints (Quality mainly). The CQM is the first point of contact for quality issues and requests, directly by the customers or through Program Office / Service Group.
6. Support data analysis for KPIs metrics (Customer Satisfaction).
7. Involve in failure analysis and manage quality escalations, including leading cross-functional teams.
8. Ensure Cross-functional team's performance metrics are aligned with the organization's strategic objective supporting Customer Satisfaction.
9. Recommend modifications of internal qualification, assembly & test processes to meet Customer Satisfaction expectations.
10. Involvement with reviewing customer requirements and quality contracts.
11. Manage customer visits and customer audits.
12. Create quality notification letters.
13. Support customer business reviews. Track Customer Satisfaction scorecards and drive improvement plans.
14. Lead periodic Customer Satisfaction reports for customers.
15. Drive continuous improvement through Ops, based on FA findings and customer requirements.
16. Champion of the "Voice of Customer".
17. Lead other quality functions to ensure One Quality group behavior.
18. Lead and complete specific projects/tasks as assigned.

Expectations

1. Leadership skills demonstration (Lead & Influence the teams)
2. Build relationships internally and with the Customers
3. Effective Communication (Status, Risks identification, Plans, Help needed)
4. Proactive Approach (Meeting deadlines, presenting improvements, driving improvement plans)

Job Requirements

Education / Experience:

1. STEM Bachelor's degree required
2. Experience in Quality, Engineering, and/or a Customer-facing role
3. Ability to travel domestic/international for up to 50% when safe and when travel restrictions are lifted
4. This position requires use of information or access to hardware that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

Physical Requirements - Office:

1. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.
2. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
3. The noise level in the work environment is usually quiet.

1. Must be authorized to work in the United States without company sponsorship.

2. This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of