Global Customer Quality Manager

Global Customer Quality Manager 3.6 3.6 out of 5 stars Pelzer, SC Vertiv 876 reviews

POSITION SUMMARY

The 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

EDUCATION AND CERTIFICATIONS

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

PHYSICAL REQUIREMENTS

No Special Physical Requirements