Customer Quality Manager

Customer Quality Manager (CQM)

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.

Position Summary

Qnity™ has an exciting and challenging opportunity for a Customer Quality Manager (CQM) in the Semiconductor Technologies business located in Newark, Delaware. This Engineering role within the Chemical Mechanical Planarization Technology (CMPT) organization is being opened up to address business growth and customer satisfaction opportunities and will report to the Product Quality Engineering Leader in Newark. In this fast paced and highly visible role, you will interface with top tier customers on a global basis as well as interface with global internal teams including R&D, Product Quality Engineering (PQE), Manufacturing Operations, Improvement Engineering and Marketing.

Key Responsibilities:

The primary responsibility of this role is to provide CMP business-specific technical service in the region and act as customer product quality manager for assigned customer(s) in the region. This role is designed to more directly manage the product quality and service responsiveness to top tier and strategic customers along with working across the functions within the business to align to the evolving customer technical roadmap.

Technical Service Responsibilities:

Customer Quality Managers own and resolve complaints and requests from assigned customer(s) in region. Activities include managing root cause identification, acquiring and analyzing data, and developing solution options in collaboration with Global Product Quality Engineering(PQE), Manufacturing, Improvement Engineering, Raw Material Quality and Marketing as necessary. 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. This person must rapidly assess special customer requests and help implement after business prioritization.

Working with 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:

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 technology needs. The CQM has responsibility to coordinate across 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.

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 publish field guides for the most common issues and requests.

Required Qualifications:

• Bachelor's degree in Engineering or related field
• 5+ years of industrial experience in a technical engineering role
• Mimics the core values of the Company, including Customer, Speed, Innovation & People
• Hands-on experience with statistical process control methods and design of experiments
• Ability to make good engineering judgments independently
• Demonstrated communication skills toward external customers and to high level leaders
• Experience in customer communication: ensuring both companies are aligned on the same goals and understandings
• Able to manage multiple priorities simultaneously
• Travel up to 5%

Preferred Requirements:

• 8+ years of electronics market technical service, product quality, or supplier quality management experience
• Specific product knowledge for products in business
• Specific application knowledge of customer base using these products
• Deep understanding of how the products are manufactured
• Hands on experience with chemical / physical material analysis and characterization.
• Ability to communicate across cultures and language barriers and people adapt to urgent (angry or emotional) situations.
• Ability to resolve conflicts between co-workers or with suppliers or customers
• 6-sigma (green/black belt) project management.
• Experience on JMP software (data analysis software).
• Experience / Knowledge with multi-disciplinary engineering principles (mechanical, chemical metrology, etc.)
• Strong communication skills and initiation: Appreciation of customer's trust, Be internal advocate represent customer's voice. Capable of translating customer needs into internal action plans and crafting internal project progress into customer communications
• Excellent project leadership, candidate needs to practice Influential leadership to drive internal cross-functional actions for represented customers
• Hands on and fast learner. Candidate will need to be a generalist, take the initiative to learn key project info or customer issue status quickly, and translate into external customer communication or internal feedback to drive project status.