Job Summary:The Customer Quality Manager is responsible for leading customer-facing quality initiatives globally for customers with emphasis on Fiber Infrastructure products and solutions, serving as the primary liaison between customers and internal cross-functional teams. The initial focus will be on a Strategic Account that is the primary OmniOn customer in this business segment. This role drives customer satisfaction through proactive quality management, rapid resolution of customer issues, effective corrective and preventive actions, and continuous improvement initiatives. The Customer Quality Manager will oversee customer escalations, supplier escalations, quality performance metrics, reliability improvement programs, and compliance with customer-specific and industry standards, and quality standards. This position partners closely with Engineering, Manufacturing, Operations, Services, Supply Chain, and Program Management teams to ensure exceptional product quality, operational excellence, and sustain customer confidence throughout the product lifecycle.
This role will report directly to the Global Quality Director and be based at OmniOn Power's HQ in Plano, TX.
Key Responsibilities: - Serve as the primary quality contact for customers.
- Lead customer complaint investigations using structured problem-solving methodologies (8D, DMAIC, Root Cause Analysis, etc.).
- Coordinate containment, corrective actions, and preventive actions (CAPA) to address customer quality concerns.
- Establish and maintain customer quality dashboards and reporting systems to track key performance indicators, including PPM, complaint trends, OTD, and customer scorecard performance
- Collaborate with Operations, Manufacturing, Engineering, Supply Chain, Services, and Sales to resolve quality and delivery issues.
- Manage global Customer Quality Engineers to drive the resolution of critical customer issues, utilizing structured problem-solving methodologies.
- Manage customer audits and assessments.
- Manage warranty-related quality issues from receipt through resolution, conducting root cause analysis and implementing corrective actions to prevent recurrence.
- Launch Customer HyperCare programs, conducting customer and internal quarterly business reviews (QBRs), managing escalations, and reporting to leadership.
- Ensure compliance with customer-specific requirements and applicable quality standards (ISO 9001, TL9000, IATF 16949, or other industry standards as applicable).
- Analyze quality data to identify trends and drive continuous improvement initiatives.
- Support new product introductions by ensuring customer quality requirements are incorporated into quality planning activities.
- Lead escalation management for critical customer issues.
- Maintain a quality risk management framework, leveraging data analytics, lessons learned, and cross-functional collaboration to identify emerging risks and drive preventive actions.
- Prepare and present quality performance reports to customers and senior leadership.
- Partner with hyperscale and enterprise data center customers to define and achieve key quality and reliability requirements.
- Develop and mentor global Customer Quality teams through targeted training, knowledge sharing, and skill-building initiatives to strengthen customer quality performance and escalation management
Minimum Qualifications: - Bachelor's degree in engineering, Quality, Manufacturing, or a related field.
- 5-10+ years of experience in Quality Management, Customer Quality, Manufacturing Quality, or Supplier Quality.
- Experience managing customer complaints, corrective actions, and customer audits.
- Strong knowledge of quality management systems and continuous improvement methodologies
- Proficient in Root Cause Analysis, 8D, FMEA, SPC, Control Plans, and CAPA processes.
- Knowledge of Quality Management System (QMS) requirements, including ISO 9001, with experience implementing and maintaining quality processes and procedures.
- Excellent communication, presentation, and stakeholder management skills.
- Ability to lead cross-functional teams and influence organizational change.
- Strong analytical and problem-solving abilities.
Preferred Qualifications: - 10+ years of experience in Quality Management and Customer QualityASQ Certified Quality Manager (CMQ/OE), Certified Quality Engineer (CQE), or equivalent certification
- Experience with TL 9000, IATF 16949, DCE 9000, or other industry-specific quality standards
- Lean Six Sigma Green Belt or Black Belt certification.
- Experience with database centers, telecommunication, electronics, or manufacturing industries.
- Knowledge of customer-specific requirements and regulatory standards.
- Knowledge of upcoming DCE 9000 Data Center standards
