Job DescriptionPOSITION SUMMARYThe Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines
RESPONSIBILITIES Customer Issue Management - Serve as the primary global interface for customer quality issues and escalations
- Ensure rapid containment, clear communication, and timely resolution of all customer complaints
- Lead customer reviews, reporting, and executive-level updates on issue status
Problem Solving & 8D Leadership - Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
- Ensure quality of root cause, corrective actions, and verification of effectiveness
- Drive standardization of problem-solving across all plants and regions
Global Read-Across Deployment - Lead structured read-across process to prevent recurrence across similar products, processes, and locations
- Ensure actions are deployed, validated, and sustained globally
- Identify systemic risks and proactively eliminate them
Cross-Functional Coordination - Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
- Ensure alignment between customer issues and internal corrective actions
- Drive accountability across regions and functions
Performance Monitoring & Reporting - Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
- Identify trends and drive proactive improvements
- Support digital dashboards and real-time visibility (QMS / BI tools)
Customer Relationship Management - Build strong relationships with key customers
- Represent the organization in audits, reviews, and escalation meetings
- Drive customer confidence through transparency and execution
QUALIFICATIONS - 7+ years in Quality, Manufacturing, or Customer Quality roles
- Experience managing global customer accounts and escalations
- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
- Experience in automotive, industrial, or data center manufacturing environments
- Proven ability to lead cross-functional teams in high-pressure situations
- Strong communication skills with ability to interface at executive levels
EDUCATION AND CERTIFICATIONS - 7+ years in Quality, Manufacturing, or Customer Quality roles
- Experience managing global customer accounts and escalations
- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
- Experience in automotive, industrial, or data center manufacturing environments
- Proven ability to lead cross-functional teams in high-pressure situations
- Strong communication skills with ability to interface at executive levels
PHYSICAL REQUIREMENTS - No Special Physical Requirements
About the TeamWork Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
