Customer Quality Manager

Company / Location Information
A. O. Smith Corporation, founded in 1874, is a $3.5 billion publicly traded global water technology leader (NYSE: AOS) with over 12,000 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
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.
Responsibilities

• Develop, implement, and sustain all customer experience quality processes within the global quality management system.
• Develop leadership on strategies to improve Customer Quality, whole goods / component reliability and customer product experience globally. Establish a fundamental understanding of the customer experience vision, and customer life cycle management.
• Provide leadership to define and establish 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.
• Provide leadership, training, and direction to utilize technology driven tools within SAP, EtQ and other Q4.0 technologies / methodologies that support the overall corporate vision of the function. Leading master users and local plant experts to usage and continuous improvement of these systems that improve our customer facing experiences.
• Provide leadership, training and direction to SBU / Site quality assurance, manufacturing and product engineering teams regarding quality techniques, processes, and communications with the customer base.
• Advise as needed, customer communication and collaboration with support functions, and Business Unit / Site Quality and manufacturing operations to gather information necessary to carry out closed loop investigations.
• Provide guidance to the business on customer related performance issues, quality requirements, and assessments / audits to assure all necessary quality reporting is fulfilled.
• Provide guidance for quality reviews of customer agreements / contracts as necessary with business units globally.
• Provide guidance, quality process / technique leadership, and insight in New Product Development protocols as necessary to assure Customer Quality expectations and manufacturing quality engineering activities are realized.
• Other duties may be assigned as needed.

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Qualifications

• Bachelor's Degree in Engineering, Business, or related field. MBA preferred.
• 7+ years of experience in quality management / leadership roles within a global manufacturing environment.
• Certification by the American Society for Quality (ASQ) as a Certified Quality Engineer (CQE), Certified Six Sigma Black Belt (CSSBB), or Certified Quality Manager (CMQ/OE) preferred.

ADDITIONALQUALIFICATIONS:

• Strong working knowledge and experience with quality assurance tools and methodology (include, but not limited to, FMEA, control plans, MSA, Process Flow, PPAP, process capability studies, 5S, and CI methodologies).
• Strong understanding of the quality management principles.
• Ability to use standard business software applications (MS Office), SAP, eQMS (EtQ), and specialized data analysis tools. Experience with Tableau, Celonis, and Minitab a plus.
• In-depth knowledge of international quality management system standards. Relevant industry regulatory requirements 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 written communication skills, and organizational and planning skills.
• Solid negotiation 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.
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