Minimum 3 years of experience with QA systems and standards
3+ years of client engagement experience
Knowledge of QA methodologies like CAPA and RCA
Detail-oriented with strong analytical skills
Proficient in Microsoft Office, especially Excel
Ability to work independently and manage multiple tasks
Strong communication skills for cross-functional collaboration
Responsibilities
Serve as the primary quality contact for strategic customers
Lead quality review meetings and issue resolution discussions
Develop strong customer relationships by addressing quality concerns
Manage customer escalations with timely corrective actions
Lead quality projects from initiation to closure
Coordinate quality activities across various departments
Analyze customer feedback and field performance data for continuous improvement
Benefits
Opportunity to lead high-visibility projects
Engagement with strategic customers
Access to structured problem-solving methodologies
Collaboration with cross-functional teams
Development of customer quality dashboards and KPIs
Potential for professional growth in quality management
Work in a dynamic environment with a focus on continuous improvement
Full Job Description
Customer Quality Project Manager
Position Summary
The Customer Quality Project Manager is responsible for leading customer-focused quality initiatives and driving resolution of product, manufacturing, and field performance issues throughout the project lifecycle. This role serves as the primary liaison between customers and internal cross-functional teams to ensure quality expectations are met, customer concerns are addressed, and continuous improvement actions are implemented.
The position combines project management, customer relationship management, quality engineering, and problem-solving expertise to improve customer satisfaction, reduce warranty and quality-related costs, and deliver successful project outcomes.
Key Responsibilities
Customer Quality Leadership
Serve as the primary quality contact for strategic customers and high-visibility projects.
Lead customer quality review meetings, issue resolution discussions, and executive-level communications.
Develop and maintain strong customer relationships by proactively addressing quality concerns.
Manage customer escalations through timely containment, investigation, and corrective action implementation.
Project Management
Lead customer quality projects from initiation through closure.
Develop project timelines, risk assessments, action plans, and status reporting.
Coordinate quality activities across Engineering, Manufacturing, Supply Chain, Service, and Sales organizations.
Monitor project deliverables to ensure quality objectives, customer expectations, and deadlines are achieved.
Drive corrective and preventive actions (CAPA) to eliminate recurring issues.
Validate effectiveness of implemented corrective actions.
Identify systemic quality risks and opportunities for process improvement.
Customer Issue Management
Manage customer complaints, warranty claims, and field quality concerns.
Review and analyze customer feedback, nonconformances, and field performance data.
Lead containment activities to minimize customer disruption.
Coordinate issue resolution efforts between customers, factories, suppliers, and service teams.
Data Analytics & Reporting
Develop and maintain customer quality dashboards and KPIs.
Analyze trends related to:
Customer complaints
Warranty performance
Defect rates
Cost of poor quality
Customer satisfaction metrics
Present findings and recommendations to leadership and customers.
Utilize Power BI, Excel, and other reporting tools to communicate performance metrics.
Required Qualifications
What we look for
Required:
Minimum 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards
3+ years of client engagement experience
Knowledge of QA cause and effect methodologies
Proven experience conducting Corrective and Preventative Action (CAPA) and Root Cause Analysis (RCA)
Highly motivated and self-directed, capable of multi-tasking, and able to work with minimal supervision
Extremely detail-oriented and analytical thinker
Able to interface directly with cross-functional teams
Strong problem identification and resolution skills
High level of proficiency with Microsoft Office, particularly Excel
Strong work ethic and positive team attitude
Clear and concise communication ability
Occasional shop environment, requiring adherence to safety policies and exercise of caution, as the environment presents many naturally occurring hazards
Ability to work and communicate with prudence, while effectively managing time, completing tasks, and working safely
Preferred:
Experience in HVAC industry
Training and/or experience in ISO 9001
Experience managing customer-facing projects and issue resolution.
Experience working in manufacturing or engineered product environments.
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About Johnson Controls
Johnson Controls International plc is a multinational conglomerate headquartered in Cork, Ireland that produces automotive parts such as batteries and electronics and HVAC equipment for buildings. It employs 105,000 people in around 2,000 locations across six continents. As of 2019, it was listed as 389th in the Fortune Global 500; in 2020, it became ineligible for the list. Johnson Controls was founded in 1885 by Warren S. Johnson, a professor at the State Normal School in Whitewater, Wisconsin. Originally called the Johnson Electric Service Company, it focused on automatic temperature regulation. In 1974, the company changed its name to Johnson Controls.
