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The Customer Quality Manager is dedicated to fostering excellent customer satisfaction and quality integrity by improving overall quality, cost efficiency, and productivity. This strategic partner serves as a collaborative bridge between customer requirements and internal operational execution. The CQM's mission is to partner across teams to uphold all products and services so they consistently meet and thoughtfully elevate both customer expectations and predefined quality standards. Furthermore, this position cultivates continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Responsibilities

• Shape and sustain customer roadmaps using inputs from operations, account managers, and quality.

• Discover and help implement Customer-specific requirements throughout the organization.

• Foster awareness of the customer Supplier Quality Review Board requirements throughout the organization and support gap analysis.

• Collect and analyze customer scorecards and other relevant quality KPIs and support performance development plans.

• Partner with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers, where appropriate.

• Partner on other related customer-facing activities such as customer audits, complaint investigations, supplier quality issue review and response, and electronic Certificates of Analysis (eCoA) processes.

• Collaborate with internal teams to understand stakeholder and customer quality requirements.

• Support audit preparation, execution, and follow-up, ensuring shared accountability for action item closure.

• Record results in Air Liquide’s system of record (Intelex).

• Facilitate customer/supplier quality issues (SQNs, 8D) to foster reliable, timely customer responses.

• Nurture root cause analysis (including supplier events) for Customer Quality issues.

• Collaborate with process owners to implement corrective/preventive actions based on findings.

• Communicate containment, investigation, and action plan results to stakeholders.

• Maintain Customer Quality Event records in Air Liquide’s system of record (Intelex) and provide responses via customer templates.

• Foster understanding with customers, suppliers, and senior management on quality issues.

• Cultivate alignment with customer PCN specifications.

• Collaborate on communicating PCNs to customers, update internal systems, involve customers in MOC as needed, ensure no unauthorized changes, prepare PCN packages, update Intelex with approval, and communicate requirements to relevant suppliers.

• Partner in Statistical Process Control (SPC)/Statistical Quality Control (SQC), including pioneering standard data analysis/statistical control approaches.

• Coordinate data insights for customer trend reviews, collaborate with the PCS owner on customer-specific STC/trend rules, notify of trends, assist with acceptance criteria (CPk, CPu), identify critical-to-quality items, and support Statistical Test Notifications (STN) / Out of Control (OOC) concessions.

• Provide customer-specific BCP requirements to the Business Risk Analysis team, communicate inability to meet requirements, and document BCP evaluations/customer responses.

Required Qualifications

• Bachelor’s degree in Chemical Engineering, Chemistry, or similar technical discipline. 

• 4+ years of quality experience

• Excellent verbal and written communication skills. Able to interact comfortably with all levels of internal and external management. Effective interpersonal skills required, including conflict management and team leadership.

• Knowledge of QA/QC fundamentals including resultant data analysis and problem solving techniques (e.g. lean six sigma, risk management, 5-why, fishbone analysis, 8D, TapRooT)

• Good understanding of Design Failure Mode Effect Analysis (DFMEA) and Process Failure Mode Effect Analysis (PFMEA)

• Experience with customer service levels and responsiveness metrics

• Ability to routinely work on multiple complex quality projects where analysis requires in-depth evaluation of factors

• Exercise judgement in selecting methods, techniques, and evaluation criteria for obtaining results

• Knowledge of quality principles and their relation to standards and regulations (e.g. ISO 9001, 17025, etc.)

• Ability to lead change and manage by influence at all levels across the organization

• Promoting and Achieving Safety

• Innovative Thinking and Influencing Leadership

• Anticipating and Dealing with Changing Environment

• Communicating with Impact

• Managing Personal Efficiency and Competing Priorities

Preferred Qualifications

• Experience in the semiconductor industry

Working Conditions

• Must be able to use a company provided computer

• Must be able to effectively communicate via telephone, email, and in-person

• Must be able to read electronic & hard-copy documents of varying typeface font and size

• Must be able and willing to travel both domestic and international as required (~30% expected)

Physical Requirements

With the exception of the below requirements, there are no other anticipated extraordinary physical requirements for this role such as standing for extended periods of time, lifting heavy objects on a regular basis, or completing repetitive tasks with few breaks.

• Must be able to actively participate in on-site inspections, audits, & event investigations

• Must have full range of motion, ability to climb up and down stairs/ladders, and to lift a minimum of 25 pounds

• Must be able to properly wear required personal protective equipment (PPE)