Customer Quality Manager

Location:

Air Liquide Electronics innovative electronic materials respond to increasingly challenging customer demands for improved mobility connectivity computing power and energy consumption. We offer ultra pure carrier gases a wide range of specialty gases and advanced precursor molecules enabling equipment for safe distribution purification and on-line purity control. On site manufacturers rely on our expertise in providing full management of these gases advanced molecules and equipment and in helping to continuously improve production processes.

• Pay: $125000.00 - $135000.00 per year

• Comprehensive Family Benefits: Air Liquide offers a full benefits package designed to support your whole life including Medical Dental Vision Life AD&D and Disability Insurance.

• Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.

• Future Security: 401(k) Retirement Plan with company match Tuition Assistance Paid Holidays Vacation and Sick time.

• Early Access: Your benefits start day 1.

The Customer Quality Manager is dedicated to fostering excellent customer satisfaction and quality integrity by improving overall quality cost efficiency and productivity. This strategic partner serves as a collaborative bridge between customer requirements and internal operational execution. The CQMs mission is to partner across teams to uphold all products and services so they consistently meet and thoughtfully elevate both customer expectations and predefined quality standards. Furthermore this position cultivates continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Responsibilities

• Shape and sustain customer roadmaps using inputs from operations account managers and quality.

• Discover and help implement Customer-specific requirements throughout the organization.

• Foster awareness of the customer Supplier Quality Review Board requirements throughout the organization and support gap analysis.

• Collect and analyze customer scorecards and other relevant quality KPIs and support performance development plans.

• Partner with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers where appropriate.

• Partner on other related customer-facing activities such as customer audits complaint investigations supplier quality issue review and response and electronic Certificates of Analysis (eCoA) processes.

• Collaborate with internal teams to understand stakeholder and customer quality requirements.

• Support audit preparation execution and follow-up ensuring shared accountability for action item closure.

• Record results in Air Liquides system of record (Intelex).

• Facilitate customer/supplier quality issues (SQNs 8D) to foster reliable timely customer responses.

• Nurture root cause analysis (including supplier events) for Customer Quality issues.

• Collaborate with process owners to implement corrective/preventive actions based on findings.

• Communicate containment investigation and action plan results to stakeholders.

• Maintain Customer Quality Event records in Air Liquides system of record (Intelex) and provide responses via customer templates.

• Foster understanding with customers suppliers and senior management on quality issues.

• Cultivate alignment with customer PCN specifications.

• Collaborate on communicating PCNs to customers update internal systems involve customers in MOC as needed ensure no unauthorized changes prepare PCN packages update Intelex with approval and communicate requirements to relevant suppliers.

• Partner in Statistical Process Control (SPC)/Statistical Quality Control (SQC) including pioneering standard data analysis/statistical control approaches.

• Coordinate data insights for customer trend reviews collaborate with the PCS owner on customer-specific STC/trend rules notify of trends assist with acceptance criteria (CPk CPu) identify critical-to-quality items and support Statistical Test Notifications (STN) / Out of Control (OOC) concessions.

• Provide customer-specific BCP requirements to the Business Risk Analysis team communicate inability to meet requirements and document BCP evaluations/customer responses.

Required Qualifications

• Bachelors degree in Chemical Engineering Chemistry or similar technical discipline.

• 4 years of quality experience

• Excellent verbal and written communication skills. Able to interact comfortably with all levels of internal and external management. Effective interpersonal skills required including conflict management and team leadership.

• Knowledge of QA/QC fundamentals including resultant data analysis and problem solving techniques (e.g. lean six sigma risk management 5-why fishbone analysis 8D TapRooT)

• Good understanding of Design Failure Mode Effect Analysis (DFMEA) and Process Failure Mode Effect Analysis (PFMEA)

• Experience with customer service levels and responsiveness metrics

• Ability to routinely work on multiple complex quality projects where analysis requires in-depth evaluation of factors

• Exercise judgement in selecting methods techniques and evaluation criteria for obtaining results

• Knowledge of quality principles and their relation to standards and regulations (e.g. ISO etc.)

• Ability to lead change and manage by influence at all levels across the organization

• Promoting and Achieving Safety

• Innovative Thinking and Influencing Leadership

• Anticipating and Dealing with Changing Environment

• Communicating with Impact

• Managing Personal Efficiency and Competing Priorities

Preferred Qualifications

• Experience in the semiconductor industry

Working Conditions

• Must be able to use a company provided computer

• Must be able to effectively communicate via telephone email and in-person

• Must be able to read electronic & hard-copy documents of varying typeface font and size

• Must be able and willing to travel both domestic and international as required (30% expected)

Physical Requirements

With the exception of the below requirements there are no other anticipated extraordinary physical requirements for this role such as standing for extended periods of time lifting heavy objects on a regular basis or completing repetitive tasks with few breaks.

• Must be able to actively participate in on-site inspections audits & event investigations

• Must have full range of motion ability to climb up and down stairs/ladders and to lift a minimum of 25 pounds

• Must be able to properly wear required personal protective equipment (PPE)

Our Differences make our Performance

At Air Liquide we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.