Customer Quality Manager

Belimo•Danbury, CT

11d

About The Position

The Customer Quality Manager Americas serves as the quality lead for designated strategic America customer accounts, acting as the key Quality contact for the customer issue in close collaboration with Sales and relevant functions. It ensures consistent execution of customer quality processes across Belimo Americas in collaboration with all America locations, other Regions and Group Quality. The position combines customer-centric problem-solving with systemic improvement of Warranty in collaboration with relevant functions.

Requirements

Bachelors Degree in Engineering preferred or in lieu of a degree, 10+ years of relevant experience.
7+ years of experience in quality, customer-facing roles, or similar.
Proven experience in cross-site or international collaboration.
Proven track record in supporting customer satisfaction.
Strong knowledge of problem-solving methods and failure analysis.
Strong communication and collaboration skills, customer orientation, and the ability to influence across functions and organizational levels.

Nice To Haves

Further qualifications in Quality Management is an advantage.
Experience with warranty and field data analysis is a plus.
Familiarity with ISO 9001 and customer audits; additional standards (e.g. IATF 16949, ISO14001…) are an advantage.

Responsibilities

Act as the primary quality point of contact for assigned customers or markets, in cooperation with Sales and Technical Support.
Manage end-to-end customer claim and complaint handling within Americas from receipt to root cause analysis, containment, corrective actions, and closure in coordination with regional and plant teams according to the Global Qcase process RACI.
Manage escalations and Top Q-cases within Americas, ensuring timely involvement of relevant experts and management.
Support or lead customer quality audits, visits, and assessments, ensuring appropriate preparation and follow-up actions.
Ensure that warranty returns and field failures are analyzed with consistent methods and taxonomy (symptoms, failing object, location, root cause) and recorded in the designated systems.
In collaboration with Group Quality, support the continuous improvement of the Warranty Chain Management process, standards for RMA Centers, and warranty-related KPIs; coordinate cross-functional collaboration on warranty topics.
Execute the agreed warranty and RMA processes, secure data quality, and provide reginal insights and support for the global warranty process owner.
Monitor and report customer quality performance indicators (e.g. Q-case volume and lead time, complaint rate, warranty indicators, customer audit findings etc.) for Americas
Identify trends and systemic issues and drive or support preventive and corrective actions together with Operations, Project Quality, Supplier Quality, Innovation, Product Management and Reliability Engineering.
Contribute to lessons learned and continuous improvement activities to enhance product and process robustness and prevent recurrence of customer issues.
Apply and promote the harmonized customer quality processes, methods, and tools defined by Group Quality; provide feedback for further improvement.
Support to define standards for E2E claim handling, customer quality agreements, Customer requirements, Customer assessment, warranty chain, and RMA; ensure alignment with the global quality management system.
Ensure effective execution of the standards, train teams in the Americas as needed, and share best practices and concerns with Group and other regions/sites.
Collaborate closely with Sales, Technical Service, Global/Plant Quality, Project Quality, Supplier Quality, Operations, Procurement, Product Management and Manufacturing Engineering on customer quality topics.