The Impact You'll Make
The Customer Quality Manager serves as the primary quality representative for external customers across the APAC region, with accountability for quality performance and issue resolution.
This role leads customer engagement on quality topics, ensures the effective resolution of customer issues, and drives cross-functional alignment on root cause analysis and corrective actions. The position operates within a global CQM network, translating Voice of Customer (VOC) insights into enterprise-level improvements to products, processes, and services.
What You’ll Be Doing
Customer Quality Leadership (Executive Interface):
Serve as the primary quality representative for assigned APAC customers, leading critical customer communications, escalations, and executive engagements.
Customer Voice (VOC) & Scorecards:
Capture, trend, and analyze VOC through structured customer scorecards; align insights across global CQMs and translate into coordinated improvement initiatives.
8D & Product Return Investigations:
Drive customer-facing 8D investigations, ensuring clear problem definition, aligned scope, and coordination across FAEs, CQEs, factories, and investigation centers to deliver robust root cause analysis and corrective actions.
Continuous Improvement & Standardization:
Identify systemic gaps from recurring issues, drive standardization of best practices, and verify sustained effectiveness through metrics, follow-up, and standard process adherence.
Data, Metrics & Executive Readouts:
Translate quality and reliability data into executive-ready insights, risks, and recommendations to enable informed decision-making (e.g., Excel, Minitab, Power BI).
Cross-Functional Alignment:
Drive cross-functional alignment across regional CQMs, Sales, Service, Engineering, Operations, and Quality functions.
Customer Engagement & On-Site Support:
Lead customer meetings, reviews, audits, and on-site engagements.
Ability to travel up to 30% across the APAC region.
What We're Looking For
• Education: Bachelor's degree in engineering, business, or a related field.
• Experience: 8+ years of experience in quality, customer quality, or related customer-facing technical roles.
• Customer Leadership: Experience managing customer escalations, quality issues, and cross-functional coordination.
• Communication: Strong written and verbal communication skills with the ability to engage customers and senior leadership.
• Problem Solving: Demonstrated ability to drive issue resolution, corrective actions, and follow-through.
• Data & Analytics: Experience using quality and data analysis tools (e.g., Excel, Minitab, Power BI).
• Collaboration: Strong interpersonal, organizational, and stakeholder management skills.
What You'll Get from Us
- We promote from within and support your learning with mentoring, training, and access to global opportunities.
- You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
- We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
- You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.
Ready to Make a Difference?
If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.