Customer Quality Manager

Qnity Electronics•Bellevue, WA

6h•Onsite

About The Position

Qnity is hiring a Customer Quality Manager (CQM) in its Semiconductor Technologies business, within the Chemical Mechanical Planarization Technology (CMPT) organization, in Newark, Delaware. This engineering role addresses business growth and customer satisfaction opportunities and reports to the Product Quality Engineering Leader in Newark. The CQM provides CMP business-specific technical service in the region and manages product quality and service responsiveness for assigned top-tier and strategic customers. The role interfaces with global customers and internal teams, including R&D, Product Quality Engineering, Manufacturing Operations, Improvement Engineering, and Marketing. The CQM manages customer complaints and requests, coordinates root-cause investigations and data analysis, develops solutions with relevant internal teams, and regularly communicates progress and resolutions to customers. The role also evaluates special requests, supports customer notifications and whitepapers, and feeds customer input into internal plans and implementation. As the voice of the customer, the CQM works across Commercial, Operations, and R&D to incorporate customer requirements into technical and quality roadmaps, including continuous improvement efforts intended to improve product quality, service responsiveness, customer satisfaction, and support emerging technology needs. The role coordinates customer and internal global contacts, identifies product consistency improvement opportunities, and trains field service engineers and sales staff on product technical topics and issue resolution. It also documents and publishes field guides for common issues and requests.

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 ensure both companies share aligned goals and understanding.
Ability to manage multiple priorities simultaneously.
Willingness to travel up to 5%.
Demonstrate the company’s stated values of Customer, Speed, Innovation, and People.
Strong communication and initiative, including representing the customer’s voice and translating customer needs into internal action plans and project progress into customer communications.
Project leadership and influential leadership to drive cross-functional internal actions.
Hands-on approach and ability to learn quickly, gather project or customer issue information, and communicate it effectively to customers and internal teams.

Nice To Haves

At least 8 years of electronics-market experience in technical service, product quality, or supplier quality management.
Specific product knowledge relevant to the business.
Specific application knowledge of the customer base using the 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 or emotionally charged situations.
Ability to resolve conflicts involving coworkers, suppliers, or customers.
Six Sigma project management experience, such as a Green Belt or Black Belt.
Experience with JMP data analysis software.
Experience or knowledge of multidisciplinary engineering principles, such as mechanical, chemical, and metrology disciplines.

Responsibilities

Provide CMP business-specific technical service in the region and manage product quality for assigned customers.
Own and resolve complaints and requests from assigned customers.
Manage root-cause identification, acquire and analyze data, and develop solution options with Product Quality Engineering, Manufacturing, Improvement Engineering, Raw Material Quality, and Marketing as needed.
Draft and regularly communicate complaint-resolution progress to customers, ensuring relevant speed and quality metrics are met.
Assess special customer requests and help implement them following business prioritization.
Work with the global Product Quality Engineering team to draft customer notification letters and whitepapers in customer-specific formats as required.
Provide customer feedback to internal teams and help ensure implementation in accordance with the business plan.
Represent the voice of the customer and work across Commercial, Operations, and R&D to prioritize customer requirements in technical and quality roadmaps.
Support short- and mid-term continuous improvement efforts to improve product quality and service responsiveness, customer satisfaction, and support new business for customers’ emerging technology needs.
Coordinate global customer contacts and internal global 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 topics and issue resolution, and document and publish field guides for common issues and requests.