Customer Quality Manager

Air Liquide•Phoenix, AZ

1d•Onsite

About The Position

The Customer Quality Manager is dedicated to fostering excellent customer satisfaction and quality integrity by improving overall quality, cost efficiency, and productivity. This key role serves as the primary liaison between customer requirements and internal operational execution. The CQM's core objective is to ensure that all products and services consistently meet and advance beyond both customer expectations and predefined quality standards. Furthermore, this position cultivates continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Requirements

Bachelor’s 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 9001, 17025, 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

Nice To Haves

Experience in the semiconductor industry

Responsibilities

Shape and sustain customer roadmaps using inputs from operations, account managers, and quality.
Identify and facilitate the implementation of Customer-specific requirements throughout the organization.
Foster awareness of the customer Supplier Quality Review Board requirements throughout the organization and manage 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.
Guide 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.
Guide audit preparation, execution, and follow-up, ensuring shared accountability for action item closure.
Record results in Air Liquide’s system of record (Intelex).
Facilitate customer/supplier quality issues (SQNs, 8D) to ensure robust, on-time 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 Liquide’s system of record (Intelex) and provide responses via customer templates.
Foster understanding with customers, suppliers, and senior management on quality issues.
Uphold alignment with customer PCN specifications.
Coordinate and communicate 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 manage 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.