Customer Quality Project ManagerPosition SummaryThe 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 ResponsibilitiesCustomer 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.
Quality Improvement & Problem Solving- Facilitate structured problem-solving activities using:
- 8D Methodology
- Root Cause Analysis (RCA)
- 5 Why Analysis
- Fishbone Diagrams
- FMEA
- Lean Six Sigma Tools
- 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 QualificationsWhat we look forRequired:- 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.
#LI-Onsite
