Customer Quality Manager

DuPont Electronic Materials CMP•Bellevue, WA

About The Position

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics. At Qnity , we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries – we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us. Qnity Electronic Materials has an exciting and challenging opportunity for a Customer Quality Manager (CQM) in the Semiconductor Technologies business located in Newark, Delaware. This Individual Contributor Engineering role within the Chemical Mechanical Planarization Technology (CMPT) organization is being opened to address business growth and customer satisfaction opportunities and will report to the Regional Leader of Product Quality Engineering for Polymeric Pad Products. In this fast paced and highly visible role, you will interface with top-tier customers on a global basis as well as interface with cross-functional internal teams including R&D, Product Quality Engineering (PQE), Manufacturing Operations, Improvement Engineering and Marketing. Technical service responsibilities include: Customer Quality Managers own and resolve complaints and requests from assigned customers in region. Activities include managing root cause identification, acquiring and analyzing data, and developing solution options. The CQM drafts and communicates complaint resolution progress to customers on a regular basis and works to ensure key performance metrics (speed, quality) are met for issues/requests mentioned above. Working with the global PQE team, the CQM will help to draft customer notification letters / whitepapers in customer specific formats, as required. This role provides feedback from the customer and works with global internal teams to ensure implementation according to the business plan. Strategic Customer Quality responsibilities include: The strategic aspect of the job is to serve as the voice of the customer back into the business and work across the Commercial, Operations and R&D organizations to prioritize the customer requirements into the technical and quality roadmaps. The roadmaps will include the short & mid-term CIP efforts to continually drive improved product quality and service responsiveness with the goal of improving customer satisfaction as well as helping win new business for the customer emerging technological needs. The CQM has responsibility to coordinate both customer global contacts and internal global business and operation contacts for resolution of issues and completion/fulfillment of customer special requests. CMP issues/requests encountered by customers must be systematically analyzed to identify and implement product consistency improvement opportunities. These actions and communications will target to gain the customer’s trust in Qnity as their partner of choice by responding to the demanding electronics market expectations. As a technical expert, this role will have responsibility to train field service engineers and other sales staff on technical aspects of products and issue resolution. This includes documenting and publishing field guides for the most common issues and requests. Travel up to 5%

Requirements

Bachelors degree in Engineering or related field
5+ years of industrial experience in a technical engineering role
Mimics the core values of Qnity including Safety & Health, Respect for People, Highest Ethical Behavior, and Rapid Customer-Oriented Innovation
Hands-on experience with statistical process control methods and design of experiments, including data querying and analysis tools such as JMP
Demonstrated communication skills toward external customers and to high level leaders
Able to manage multiple priorities simultaneously

Nice To Haves

8+ years of electronics market technical service, product quality, or supplier quality management experience
Specific CMPT product and application knowledge
Hands-on experience with chemical / physical material analysis and characterization
Ability to communicate across cultures or language barriers and adapt to urgent (angry or emotional) situations
6-sigma (green/black belt) project management

Responsibilities

Customer Quality Managers own and resolve complaints and requests from assigned customers in region.
Activities include managing root cause identification, acquiring and analyzing data, and developing solution options.
The CQM drafts and communicates complaint resolution progress to customers on a regular basis and works to ensure key performance metrics (speed, quality) are met for issues/requests mentioned above.
Working with the global PQE team, the CQM will help to draft customer notification letters / whitepapers in customer specific formats, as required.
This role provides feedback from the customer and works with global internal teams to ensure implementation according to the business plan.
The strategic aspect of the job is to serve as the voice of the customer back into the business and work across the Commercial, Operations and R&D organizations to prioritize the customer requirements into the technical and quality roadmaps.
The roadmaps will include the short & mid-term CIP efforts to continually drive improved product quality and service responsiveness with the goal of improving customer satisfaction as well as helping win new business for the customer emerging technological needs.
The CQM has responsibility to coordinate both customer global contacts and internal global business and operation contacts for resolution of issues and completion/fulfillment of customer special requests.
CMP issues/requests encountered by customers must be systematically analyzed to identify and implement product consistency improvement opportunities.
These actions and communications will target to gain the customer’s trust in Qnity as their partner of choice by responding to the demanding electronics market expectations.
As a technical expert, this role will have responsibility to train field service engineers and other sales staff on technical aspects of products and issue resolution.
This includes documenting and publishing field guides for the most common issues and requests.