Global Customer Quality Manager

Vertiv • Pelzer, SC

8h

About The Position

The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines.

Requirements

• 7+ years in Quality, Manufacturing, or Customer Quality roles
• Experience managing global customer accounts and escalations
• Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
• Experience in automotive, industrial, or data center manufacturing environments
• Proven ability to lead cross-functional teams in high-pressure situations
• Strong communication skills with ability to interface at executive levels

Responsibilities

• Serve as the primary global interface for customer quality issues and escalations
• Ensure rapid containment, clear communication, and timely resolution of all customer complaints
• Lead customer reviews, reporting, and executive-level updates on issue status
• Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
• Ensure quality of root cause, corrective actions, and verification of effectiveness
• Drive standardization of problem-solving across all plants and regions
• Lead structured read-across process to prevent recurrence across similar products, processes, and locations
• Ensure actions are deployed, validated, and sustained globally
• Identify systemic risks and proactively eliminate them
• Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
• Ensure alignment between customer issues and internal corrective actions
• Drive accountability across regions and functions
• Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
• Identify trends and drive proactive improvements
• Support digital dashboards and real-time visibility (QMS / BI tools)
• Build strong relationships with key customers
• Represent the organization in audits, reviews, and escalation meetings
• Drive customer confidence through transparency and execution

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees