Customer Quality Manager - Raleigh, NC

Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Eaton located in Raleigh NC, has an opening for a Customer Quality Manager. The Customer Quality Manager is responsible for leading resolution of customer quality issues and managing warranty performance across the CPS business in support of related product lines. The individual will be a Quality liaison on customer quality issues supporting the CPS businesses (Raleigh Area Plants, Richmond VA and Santa Ana CA) focusing on interfacing with Service, Product Management, Operations, Engineering, Sales and customers. This position reports directly to the Quality Director (CPS) in Raleigh NC.
The expected annual salary range for this role is $ - $ a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you'll do:
• Obtains data, monitor, analyze and identify product and customer issues to drive investigations and root cause identification assuring closed loop short term and long term corrective/ preventive actions to:
o Improve warranty CONC performance and achieve divisional goals
o Improve product line field performance and achieve divisional goals
o Improve customer satisfaction
• Collaborate with cross functional team members including Manufacturing Quality, Supplier Quality, Engineering, Service and Operations to drive an effective closed loop corrective action process to improve overall product performance and customer satisfaction.
• Initiate, assign, investigate and manage closure of corrective actions. §
• Interface with field engineers (CSEs) as a liaison for customer Quality issue resolution and guidance.
• Maintain and improve data collection systems and analytics to provide actionable information to drive continuous product line and customer quality process improvements.
• Provide Lessons Learned feedback and data to the ETO and New Product Development process including FMEA, Control Plans, Quality Plans and DFA activities to facilitate continuous improvement.
• Support the Quality Director with quality strategies and initiatives related to Customer Quality
Additional Qualifications/Responsibilities
Qualifications:
Required (Basic) Qualifications:
• Bachelor's degree in Engineering from an accredited educational institution
• 5+ years of Quality Engineering or related Engineering experience
• Must be legally authorized to work in the United States without company sponsorship on an ongoing basis
Preferred Qualifications:
• Six Sigma Belt (Green, Black) certified
• ASQ CQE or CMQ/OE Certification
• Knowledge of manufacturing and Quality Management Systems (QMS)
• Knowledge of electrical power quality and distribution products and systems
• SAP experience
• Salesforce experience
• Project Management experience
• Internal Audit experience
Position Criteria:
• Ability to demonstrate advanced problem-solving skills and methods -i.e. Six Sigma, A3, 5-Why, 8D, root cause analysis, and the associated statistical tools used to analyze problems, evaluate root cause and identify corrective and preventive actions to drive continuous improvement initiatives.
• Ability to demonstrate strong data analytics capabilities (Excel, SAP, SalesForce or similar) with the ability to setup and analyze multiple databases to obtain and identify actionable conclusions
• Ability to demonstrate interpersonal skills with the ability to lead projects across functions and organizations.
• Ability to work in a matrix organization, in virtual teams (across different locations), and cross-cultural environments
• Ability to effectively demonstrate verbal and written communication skills
• Ability to multitask, complete projects with tight deadlines
Additional knowledge
• CONC Warranty Costs
• External Customer DPPM
• Annual Warranty/ RMA Rate (AWR)
• Product Line Out-of-Box Incident Rate (OOB)
• Demonstrated MTBF
• HSCQE/ Customer Escape Costs (CONC)
• Field Service Bulletin (FSB) Costs (CONC)
• Customer Satisfaction Indices and related Metrics