Job Title:  EMEA Customer Quality Manager

Essential Duties and Responsibilities

• Manage Customer relationship as Key Customer Quality Account manager at regional level, with connected central global team
• Drive preparation of high-level meetings or initiatives with Customer, with coordination of all functions and plants involved
• Evaluate risks and related potential costs, including service or recall campaigns, defining warranty accruals in conjunction with Finance
• Monitor customer quality performance as demonstrated by warranty claims or customer rejections (0-km) and initiate investigations accordingly. Contact or visit customers directly to obtain any necessary information. Make daily decisions based on data provided or investigations if a claim will be warranted or denied.

Key Activities

• REPORTING – Monitor customer portals and analyze warranty claim database to compile reports and keep track of customer quality trending.
• CHANGE MANAGEMENT – Work directly with Factory teams to implement process or product changes in order to prevent recurrence of customer defects. Coordinate proper communication with customers in case of major product/process changes and/or claims.
• PRODUCT TESTING AND EVALUATION – As deemed necessary, the Customer Quality Manager may visit customer sites to review system settings, installation, procedures, etc. Also, he/she will determine which product(s) to send back to factory for further testing or analysis. Support the Factory & Engineering teams during battery’s teardown analysis.
• QUALITY COST INFORMATION – Provide accurate cost of quality information on a monthly, quarterly and yearly basis. Monitors and tracks all associated losses related to warranty and customer quality.
• AUDITS – Support regional QMS & Customer audits based on IATF 16949 or specific customers’ requirements.
• CONTINUOUS IMPROVEMENT – support the deployment of continuous improvement tools

Qualifications

• Engineering degree (Manufacturing, Industrial, or Mechanical) and/or equivalent experience.
• Minimum of 8 years’ leadership experience in Warranty, Customer or Manufacturing Quality (OEM or Tier 1 Automotive experience preferable)
• Experience dealing with German Automotive OEM’s (Daimler, Volkswagen, Audi, ….) will be considered as a plus.
• Extensive manufacturing and/or supplier quality experience. Battery knowledge will be preferable.
• Green/Black belt 6 sigma or equivalent
• Self-driven and results oriented
• Able to develop a positive cross functional team environment driven by solid problem-solving skills.
• Demonstrate effective utilization of computer skills (Word, Excel, PowerPoint, or equivalent)
• Very effective oral and written communication skills (Mandatory: fluent in English Additionally, French, German as a 2nd language will be considered as a plus)