Customer Quality Project Manager

Johnson Controls • Edmonton, AB

4d • Onsite

About The Position

The Customer Quality Project Manager leads customer-focused quality initiatives and resolves product, manufacturing, and field-performance issues throughout the project lifecycle. The role is the primary liaison between customers and internal cross-functional teams, ensuring quality expectations are met, customer concerns are addressed, and continuous-improvement actions are implemented. It combines project management, customer relationship management, quality engineering, and problem-solving to improve customer satisfaction, reduce warranty and quality-related costs, and deliver successful project outcomes.

The position leads customer quality projects from initiation through closure, manages customer complaints and escalations, and coordinates resolution efforts across customers, factories, suppliers, and service teams. It also develops customer quality dashboards and KPIs, analyzes quality and customer-satisfaction trends, and presents findings and recommendations to customers and leadership. The role may involve occasional work in a shop environment, where safety policies must be followed and caution exercised around naturally occurring hazards.

Requirements

• At least 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards.
• At least 3 years of client engagement experience.
• Knowledge of QA cause-and-effect methodologies.
• Proven experience conducting Corrective and Preventative Action (CAPA) and Root Cause Analysis (RCA).
• Highly motivated and self-directed, able to multitask and work with minimal supervision.
• Detail-oriented and analytical thinker.
• Able to interface directly with cross-functional teams.
• Strong problem-identification and resolution skills.
• High proficiency with Microsoft Office, particularly Excel.
• Strong work ethic and positive team attitude.
• Clear and concise communication ability.
• Able to work and communicate prudently, manage time effectively, complete tasks, and work safely.
• Must adhere to safety policies and exercise caution when occasionally working in a shop environment with naturally occurring hazards.

Nice To Haves

• Experience in the HVAC industry.
• Training and/or experience in ISO 9001.
• Experience managing customer-facing projects and issue resolution.
• Experience in manufacturing or engineered-product environments.

Responsibilities

• Serve as the primary quality contact for strategic customers and high-visibility projects.
• Lead customer quality review meetings, issue-resolution discussions, and executive-level communications.
• Build customer relationships by proactively addressing quality concerns.
• Manage customer escalations through timely containment, investigation, and corrective-action implementation.
• Lead customer quality projects from initiation through closure.
• Develop project timelines, risk assessments, action plans, and status reports.
• Coordinate quality activities across Engineering, Manufacturing, Supply Chain, Service, and Sales.
• Monitor project deliverables to ensure quality objectives, customer expectations, and deadlines are achieved.
• Facilitate structured problem-solving using 8D methodology, root cause analysis, 5 Why analysis, fishbone diagrams, FMEA, and Lean Six Sigma tools.
• Drive corrective and preventive actions (CAPA) to eliminate recurring issues and validate their effectiveness.
• Identify systemic quality risks and opportunities for process improvement.
• Manage customer complaints, warranty claims, and field-quality concerns.
• Review and analyze customer feedback, nonconformances, and field-performance data.
• Lead containment activities to minimize customer disruption and coordinate resolution among customers, factories, suppliers, and service teams.
• Develop and maintain customer quality dashboards and KPIs.
• Analyze trends in customer complaints, warranty performance, defect rates, cost of poor quality, and customer-satisfaction metrics.
• Present findings and recommendations to leadership and customers, using Power BI, Excel, and other reporting tools.

Benefits

• Competitive salary and bonus.
• Paid vacation, additional paid holidays, and sick time.
• Comprehensive benefits package including 401(k), medical, dental, and vision care, available day one.
• On-the-job and cross-training opportunities.
• Encouraging and collaborative team environment.
• Dedication to safety through the Zero Harm policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed