The Global Customer Quality Manager is responsible for the ensuring the global organization is supporting the customers quality requirements as well as developing the strategy to continuously improve in line with customer quality expectations. This role is the key link between the Customers/Stakeholders and operations sites (both internal and onsite in customers). Accountable for developing methodology & behavioral aspects of quality to ensure Edwards is ahead of VOC quality requirements. Drives reduction of operating cost through improved quality (reduction in defective parts, instalation issues, process errors/inefficiency and warranty costs).
Leads the definition and development of operational methods, minimizing manufacturing costs and lead times while maintaining specified quality levels and ensuring that a safe, repeatable method is implemented. In addition, the Global Customer Quality Manager is the escalation path for cutomers to address operational sites/regions quality challenges as well as for the sites to address PC quality challenges.
The Global Customer Quality Manager operates as part of the Service Operations Leadership Team and must interface with all at this level, ensuring the smooth and efficient service operations.
Audits – Support customer audits ensuring customer centric focus including identification/execution of correct and preventative actions to achieve continuous improvement.
Reporting – Manage global customer centric metrics. Develop Sensing methods in field/account teams to ensure accurate customer experience representation in global and regional metrics. Develop customer centric targets and measures for the service business and monitor the performance of the company against these.
Improvement – Develop strategies and processes to ensure that total quality is promoted throughout the Re-Manufacturing and Field/On-Site Service. Champion improvement projects related to customer experience or customer escalation.
Issue Management –Manage customer escalations and task force projects from identification to effective closure. Establish, implement and enforce effective solutions globally as preventative measures for similar products, processes and locations.
Customer – Represent the Company to customers for quality or reliability issues. Provide the voice of the customer for quality back into the service operations. Key escalation point for customers for quality issues in Service operations. • Champion & set out customer satisfaction objectives to drive quality both product & service labour
Leadership – Provide functional accountability and responsibility to global Quality management and Failure Analysis management teams in both Service Operations and Customer Centers. Management expert on quality management and provide any necessary training and advice to global quality managers and staff to ensure that they pursue the objectives of total quality management and continuous improvement.
NPI - To be the principle & lead for the service BU in ensuring that field data and service requirements are fed into the NPI program, resulting in a ‘fit for purpose’ launch that meets customers quality expectation.
Relevant previous experience:
- A Degree level qualification in an Engineering/Quality discipline with an appropriate work based quality management.
- Over 10 years experience in a quality discipline.
- Quality Statistical knowledge and experience
- Knowledge of the Semi-conductor or related business is essential.
- Experience of operating internationally is essential.
- Extensive experience of working with suppliers and customers
- Able to operate at senior level, including Director / ELT level.
- Strong communication skills, organisational awareness and impact and influencing skills are a prerequisite.
- Project management skills.
- Basic product technical knowledge.
Other skills and knowledge:
- Ability to communicate at multiple levels within the organization across countries and cultures is imperative
- ISO 9000
- Kaizen or Six Sigma
Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.