Customer Quality Manager

Qnity•Newark, DE

5d•Onsite

About The Position

Qnity is hiring a Customer Quality Manager (CQM) for its Semiconductor Technologies business in Newark, Delaware. This engineering role within the Chemical Mechanical Planarization Technology (CMPT) organization supports business growth and customer satisfaction. The CQM reports to the Product Quality Engineering Leader in Newark and works with global, top-tier customers and internal teams across R&D, Product Quality Engineering, Manufacturing Operations, Improvement Engineering, and Marketing. The role provides CMP-specific technical service in the region and manages product quality for assigned customers. It combines complaint and request resolution with strategic customer advocacy: translating customer needs into technical and quality roadmaps, improving product quality and service responsiveness, and supporting emerging technology needs and new business. The CQM coordinates customer and internal contacts globally, analyzes recurring issues to identify product consistency improvements, and trains field service engineers and sales staff on product technology and issue resolution.

Requirements

Bachelor's degree in Engineering or a related field.
At least 5 years of industrial experience in a technical engineering role.
Hands-on experience with statistical process control methods and design of experiments.
Ability to make sound engineering judgments independently.
Demonstrated communication skills with external customers and senior leaders.
Experience communicating with customers to align both companies on shared goals and understandings.
Ability to manage multiple priorities simultaneously.
Willingness to travel up to 5%.
Strong communication and initiative, including the ability to represent the customer's voice, translate customer needs into internal action plans, and communicate project progress externally.
Excellent project leadership and the ability to influence cross-functional teams.
Hands-on approach and ability to learn project information or customer issue status quickly and translate it into customer communications or internal feedback.

Nice To Haves

At least 8 years of experience in electronics-market technical service, product quality, or supplier quality management.
Specific product knowledge relevant to the business.
Application knowledge of the customer base using these products.
Deep understanding of how the products are manufactured.
Hands-on experience with chemical or physical material analysis and characterization.
Ability to communicate across cultures and language barriers and adapt to urgent, emotional, or angry situations.
Ability to resolve conflicts involving coworkers, suppliers, or customers.
Six Sigma Green Belt or Black Belt project management experience.
Experience with JMP data-analysis software.
Knowledge of multidisciplinary engineering principles, including mechanical, chemical, and metrology disciplines.

Responsibilities

Provide CMP business-specific technical service in the region and act as product quality manager for assigned customers.
Own and resolve customer complaints and requests, including root-cause identification, data collection and analysis, and development of solutions with relevant internal teams.
Communicate complaint-resolution progress regularly to customers and help ensure issue-response speed and quality metrics are met.
Assess special customer requests and support their implementation following business prioritization.
Work with global Product Quality Engineering to prepare customer notification letters and whitepapers in customer-specific formats.
Relay customer feedback to internal teams and support implementation in accordance with the business plan.
Represent the customer within the business and work across Commercial, Operations, and R&D to prioritize customer needs in technical and quality roadmaps.
Coordinate global customer contacts and internal business and operations contacts to resolve issues and fulfill special requests.
Systematically analyze CMP issues and requests to identify and implement product consistency improvements.
Train field service engineers and sales staff on product technical matters and issue resolution.
Document and publish field guides covering common issues and requests.
Drive cross-functional actions and communicate project progress to customers and internal stakeholders.