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Customer Quality Manager

Date: Sep 14, 2021

Location: Johnson City, TN, US, 37601

Company: A. O. Smith Corporation

AOS/Johnson City, TN

A. O. Smith Corporation, founded in 1874, is a $3 billion publicly-traded global water technology leader (NYSE: AOS) with over 15,000 employees globally.  We are one of the world’s leading manufacturers and best-known brands of residential and commercial water heaters and boilers, as well as a global leader in the manufacturing of water treatment systems for household and light commercial applications.  Our Johnson City location in Eastern Tennessee is home to approximately 1000 employees on our Manufacturing and Engineering teams for Residential Water Heaters, a product category in which we have #1 market share - nearly 40% of homes with a water heater have an A. O. Smith brand.

 

Primary Function

As the Customer Quality Manager you will be responsible for the development, coordination and sustainment of the global customer quality management (CQM) program, defining the strategy to lead CQM directives with a clear mission and vision, leading communications, standardizing global customer quality processes, and driving improvements with the customer base by applying fundamental concepts, practices and procedures of a general customer quality environment.

Role Specific Responsibilities

  • Develop and implement strategies to improve customer quality of whole goods customer product experience globally.  Establish a fundamental understanding of the customer experience vision, and customer life cycle management.  
  • Develop, implement and sustain all customer experience processes within the quality management system.  Exercising the ability to identify and evaluate a risk management strategy and initiate prevention strategy techniques with the customer base.
  • Gather and analyze customer experience trending data (VoC Surveys, 1st year warranty failures, call rates, CX Site Visits, etc.) to identify opportunities for product and process improvements and develop communication cadence for the opportunities.  
  • Define, establish, and drive customer quality year over year improvements in key performance metrics, such as reduction of complaints, customer call rate, 1st year failure rate, non-conformances, cost of poor quality and Voice of the Customer program.  Providing leadership to utilize technology driven tools and methodologies that support the overall corporate vision of the function.
  • Facilitate customer communication and collaboration with Field Service Engineering, Call Centers, Product Engineering, Sales and Plant Quality to gather information necessary to carry out investigations.  
  • Provide leadership, training and direction to the local site quality assurance, manufacturing and product engineering teams regarding quality techniques and communications with the customer base.
  • Support various audit programs as stipulated by customer base and assure all necessary quality reporting to support the audits.
  • Provide quality review of customer agreements / contracts and communicate the deployment of strategy expectations of the company base by business globally. 
  • Participate in New Product Development protocols as necessary to assure customer quality assurance activities are adhered to.  
  • Act as liaison within the businesses to all other departments within the organization concerning major customer quality issues.  Provide clear, accurate, and concise instructions, information, and direction on all customer product quality matters.

Qualifications

  • Bachelor's degree is required; MBA is preferred.
  • Must have a minimum of five (5) years of related work experience.
  • Ten or more (10+) years of supervisory/leadership experience is needed.
  • Minimum ASQ-CQE certification or equivalent.  Strong working knowledge of Quality Engineering methodologies. 
  • Ability to use standard business software applications (MS Office), SAP, Sales Force, EtQ and analytical tools (Tableau, Celonis, and Minitab a plus).
  • Ability to work proficiently in a cross functional environment and matrix management organization leading and supporting multiple sites / businesses while exercising strong influence without formal authority.
  • Strong analytical and problem solving skills, leadership skills, verbal and writtn communication skills, and organizational and planning skills.
  • Willingness for extensive travel- primarily domestic.  Required for emergency travel when necessary.

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.


Nearest Major Market: Asheville
Nearest Secondary Market: Knoxville

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