QUA.CUSTOMER QUALITY MANAGER

The Customer Quality Manager will partner with the business to be the customer and market segment advocate in resolving product quality, supply chain quality, and process quality related issues for customers, as well as coordinate quality communications with the customer.

• Articulates and translates customers' expectations and requirements for quality to Cummins new and current products, supply chain and process improvement functions and coordinates implementation with these various internal stakeholders.
• Supports the vision and strategy for the Customer Quality organization, including definition of key performance metrics and goal tree initiatives.
• Interprets and manages action plans to close customer quality issues including product, supply chain or process related in order to improve customer satisfaction.
• Uses Customer Centric metrics to prioritize customer quality issues and develops targets unique to the market or customer group that reflect right balance of customer expectations and business financial goals.
• Manages strong external relationships and coordinates external quality communications to major/selected OEMs, major/selected end users, and all business units.
• Acts as primary face of quality to the customer.
• Partners closely with the business market leaders, account leaders, and plant quality leaders in customer messages and effectively communicates top customer quality issues.
• Leads process improvement efforts across several functions or processes
• Serve as an internal advocate for the customer and maintain a close working relationship with appropriate account management team members.
• Develop, maintain, and execute customer glidepath with production facilities and/or SQIE representing contract manufacturing sites by tracking and analyzing BIS/AIS data.
• Maintain proactive approach to customer satisfaction by auditing 7-step problem solving submissions, control plans, PFMEA’s, and LPA’s related to the customer being represented.
• Accountable for customer scorecard/metrics and reporting to leadership on a monthly basis.
• Monitor scorecard performance and ensure robust corrective actions are issued for quality related issues and are promptly addressed.
• Bachelors degree or equivalent experience required Certified Green Belt preferred (Can be General, PPS, or 6S stats)
• This position may require licensing for compliance with export controls or sanctions regulations.
• Relevant quality experience required (min. 5yrs preferred)
• Ensures accountability - Holding self and others accountable to meet commitments.
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear.
• Business insight - Applying knowledge of business and the marketplace to advance the organization’s goals.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Advanced Product Quality Planning - Leads the technical quality planning and ensures customer satisfaction through structured and measurable processes as defined by industry standard.
• Problem Solving - Solves problems using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and recommended actions to prevent problem reoccurrence.