Customer Quality Manager

The Customer Quality Manager assures quality products and processes by establishing and enforcing quality systems and standards. Leads the Customer Quality Engineering (CQE) team responsible for performing thorough proposal reviews, sales order reviews, interfacing with purchasing, customers and documenting lessons learned for each assigned sales order. The CQE team is expected to be closely involved with the upfront planning of new orders and coordinates with customers relating to quality performance, trends, and corrective actions. This leader will maintain a Quality culture and promote a high sense of urgency and desire to meet customer’s requirements and regulatory compliance.

• Provide leadership and direction to Customer Quality Engineers and Data Technicians.
• Demonstrated ability in Corrective Action Problem Solving Process (8D, 5-Why, Fishbone, etc.), Six Sigma methodologies and Lean principles.
• Establishes strong corrective/preventive action systems to continually improve operational performance and performance in meeting customer requirements (Scrap, Rework, Cost of Poor Quality, Quality Escapes, Returns)
• Act as main point of escalation and problem resolution for customers as needed to maintain a high level of customer satisfaction.
• Support the quality department organizational capability by recruiting, selecting, orienting, and training and developing employees.
• Collaborate with Program Managers and Contract Administrators in reviewing RFP’s/RFQ’s quality requirements ensuring requirements are clearly defined.
• Ensure appropriate support for start of shift meetings, in-person daily management meetings and in-person required training sessions.
• Responsible for CQE team review of customer contracts (and subsequent changes) and support in the completion of the contract review summary form and review of other compliances, SDRL and PPQs.
• Participate in the compliance matrix activities and support the drafting of the plan for First Article Inspection (FAI, AS9100) submittal and customer approval.
• Generate control plans for product and work with Manufacturing Engineering to incorporate the plans into build documentation.
• Communicate any PO changes or customer updates to the contract.
• Participate in PDR or CDRs and ensure necessary quality documentation is provided for presentations.
• Ensure appropriate interface with the customer as necessary in order to complete the delivery order, including presentation of the lot data packages and FAI’s as necessary.
• Verify quality contractual requirements have been met and lessons learned from the customer order have been documented.
• Ensure CQE team is trained and prepared to generate program quality metrics (FPY, Non-conformances, CARs, etc.).
• Prepare quality reports by collecting, analyzing, and summarizing data and making recommendations.
• Verify compliance and effectiveness of the quality system by performing audits and supporting customer/3rd party audits.
• Participate in Material Review Board activities and Failure Review Board activities.
• Support Supplier Development Engineering when vendor hardware discrepancies are discovered.
• Perform other related duties as assigned.

Qualifications:

• Strong verbal and written communication skills.
• Demonstrated experience with effective decision making.
• Strong relationship building and influencing skills.
• Track record of meeting commitments and deliverables.

Preferred Qualifications:

• Experience in a highly regulated environment, preferably in defense or aerospace industry.
• Deep knowledge of quality systems, tools, and methodologies
• Practical knowledge and leadership experience in Lean and/or six-sigma including lean management system experience (, Toyota Production System).
• Experience managing teams and professional employees.
• Practical and applied knowledge of materials planning, production control, and operations management practices.

Education and Experience:

• BS in related field or comparable work experience.
• 5 years of progressive experience in a technical manufacturing environment.
• 5 years’ experience in a quality function.
• Previous supervisory experience a plus.
• Strong background in corrective action and problem solving.