Job Title:
Senior Manager, Customer Quality EngineeringJob Description:
The Role: We are seeking a highly experienced and strategic leader to oversee our region Customer Quality Engineering team. This role is pivotal in driving customer satisfaction, enhancing quality standards, and ensuring world-class performance across our global operations.
What You’ll Do:
Responsible for Customer Quality Engineering in the region.
Develop, lead the execution of the customer quality assurance strategies and goals, which include long-range plan, working closely with Sales, Product Management, Field Application and Operation which include Operation excellence and Supply Chain teams.
Lead the region Customer Quality Engineering to meet customer needs and expectations-driven scorecards, improving customer satisfaction rates through technical, data-driven analysis. Monitor the scorecard and processes to track voice of customers. Analyze and identify key programs to enhance customer experience.
Engagement with customers and internal teams at the working level to the executive level on Audits, Escalation Management & Problem Solving, Programs as well as many other cross-functional tasks and projects that are aligned with Entegris and Customer goals.
Keep abreast of competitive quality assurance practices and use this knowledge to develop and adjust to company strategy.
Ensure company’s product quality meet or exceed customer’s expectations. Improving the culture on commitment to customer satisfaction.
Develop and build a strong Customer Quality team through recruiting, comprehensive training and maintain talent personnel through mentoring and coaching by working closely with Human Resource talent development group.
Liaise with Finance team to meet financial objectives analyzing variances and initiating cost control in order to meet the company business goals
Demonstrate excellence in decision making, problem solving, planning, execution, discipline, learning, leadership and teamwork (exemplify Entegris PACE values)
What We Seek:
Bachelor of Science Degree in Mechanical, Chemical, Materials or Electric/Electronic Engineering with related technical field experience is preferred.
Proven experience (>5 years) in a management role (customer quality, field service, applications/process engineering or product support), in the semiconductor industry.
Strong background in customer satisfaction programs and quality systems.
Proven experience with applicable quality tools such as pareto & product performance management, FMEA’s, SPC/SQC, histograms, trend analysis, process mapping, design of experiments, cause and effect diagrams, 8D problem solving methodology.
Proven experience leading a geographically dispersed team of customer facing engineers as well as remotely collaborating with colleagues, management, executives, customers and suppliers in virtual meetings is crucial.
Experience with auditing against Quality Operating Systems standards is beneficial. Includes single process, product line, factory, company levels.
Experience with new product introductions, new fab/factory startups, process/product/factory ramp to HVM is very beneficial.
Proven experience, aptitude and desire to provide leadership and develop solutions for complex and ambiguous situations related to product performance and customer requirements.
Proven experience in a senior leadership role within quality management, preferably in a global context.
Exceptional strategic thinking and problem-solving skills.
Excellent communication and leadership abilities.
Experience working with global teams and managing large customer accounts.
Financial acumen and experience in cost control and variance analysis.
Ability to travel up to 30%
