Customer Quality Manager

2020-12-02T19:10:16.523

Information clé

Qualité
Performance et support
Ingénieur & Cadre
1733 alton pkway bldg 518 ca 92606 irvine, California, ETATS-UNIS
CDI, Temps complet
BAC+3, BAC+4
Supérieure à 3 ans
2020-85665

Description de la mission

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 manage the customer satisfaction metrics for assigned customer. The CQM utilizes a network of operations and engineering resources to evaluate SEDA products and processes, analyze root causes of deficiencies and ensures 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 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 ability to satisfy them with our current Quality Management System.

Primary Responsibilities

  • • 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).
  • • Review FA & RCCA reports before release to customers, and address follow up customer questions/requests.
  • • Manage the quality relationship with customers (internal/external) and drive proactive customers support.
  • • Create strong customers relationship in cooperation with Program Office.
  • • Address all customers' 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.
  • • Support data analysis for KPIs metrics (Customer Satisfaction).
  • • Involve in failure analysis and managed quality escalations, including leading cross-functional teams.
  • • Ensure Cross-functional team's performance metrics are aligned with the organization's strategic objective supporting Customer Satisfaction.
  • • Recommend modifications of internal qualification, assembly & test processes to meet Customer Satisfaction expectations.
  • • Involvement with reviewing customer requirements and quality contracts.
  • • Managed customer visits and customer audits.
  • • Create quality notification letters.
  • • Support customer business reviews. Track Customer Sat scorecards and drive improvement plans.
  • • Lead periodic Customer Sat reports for customers.
  • • Drive continuous improvement through Ops, based on FA findings and customer requirements.
  • • Champion of the “Voice of Customer”.
  • • Lead other quality functions to ensure One Quality group behavior.

Description complémentaire

Expectations

  • • Leadership skills demonstration (Lead & Influence the teams)
  • • Build relationships intenally and with the Customer
  • • Effective Communication (Status, Risks identification, Plans, Help needed)
  • • Proactiveness (Meeting deadlines, presenting improvements, driving improvement plans)

Votre profil

Education / Experience:

  • • STEM Bachelor's degree required
  • • Experience in Quality, Engineering, and/or a Customer-facing role
  • • Ability to travel domestic/international for up to 50% when safe and when travel restrictions are lifted
  • • 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 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

  • - 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.
  • - The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
  • - The noise level in the work environment is usually quiet.

Entité de rattachement

Safran Electronics & Defense

Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 81 000 collaborateurs et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran s'engage dans des programmes de recherche et développement qui préservent les priorités environnementales de sa feuille de route d'innovation technologique.

Safran est classé dans le palmarès « Happy at work » des sociétés où il fait bon vivre et le Groupe arrive en 4ème position du classement Capital des meilleurs employeurs de France.


Safran Electronics & Defense est un leader mondial de solutions et de services permettant d'observer, de décider et de guider pour les marchés civils et de défense. La société maîtrise des technologies d'intelligence embarquée dans de nombreux domaines et participe à de nombreux programmes innovants dans l'aéronautique, le spatial et la défense.

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