Customer Product Quality Manager

Johnson Controls, Inc.
sick time, 401(k), employee discount
United States, Pennsylvania, York
Apr 30, 2025
What we offer Competitive base salary and bonus program. Three weeks paid vacation in a calendar year with additional /holidays/sick time/personal days Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one. Extensive product and on-the-job/cross training opportunities Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy Providing Scheduling and management support. JCI Employee discount programs (The Loop by Perk Spot) You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next terrific opportunity is just a few clicks away! What you will do The Customer Product Quality Manager (CPQM) will lead customer quality initiatives and could be assigned directly to multiple major customers. We are looking for a CPQM who is enthusiastic about customer service, is highly customer-oriented, and excels in executing responsive and effective corrective actions for quality topics. This role will drive communication and action collaborating directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Operations, Sales, and Service. In addition, this role will drive correction action internally. This role includes establishing critical customer quality metrics for assigned key accounts while orchestrating critical issue resolution and advocating for customers to ensure JCI is the best supplier. You will report directly to the Business Unit Quality Director but responsible to the assigned customers/account teams to drive improvement in key customer metrics. Based in the plant (and partnering with the manufacturing/design teams) the role identifies top issues/opportunities, initiates resolution/improvement plans, and drives/ tracks actions by engaging appropriate functional management and business units to ensure full support. How you will do it Regular Tracking Meetings: Organize and lead regular meetings with customers to review quality topics and the status of open 8D reports. Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements. Immediate Response: Coordinate containment actions in the event of a quality issue. Develop and implement customer quality scorecard / KPIs to drive performance baseline and improvement on an ongoing basis. On-Site Quality Reviews: Conduct regular on-site meetings with customers and product end-users to address quality topics and potential quality issues. Customer Visits and Audits: Coordinate quality-related customer visits to factories and/or internal/external audits. Effectively engage with your leadership and the broader organization to support a customer-focused culture. Account executive relationship management - Responsible for frequent updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards an elite Quality organization. Critical Thinking Skills: Maintain credibility by promptly resolving quality issues. Data-Driven Communication: Use statistical tools and legitimate data-driven evidence to ensure effective customer communication on quality issues. What we look for Bachelor's degree in engineering, Quality Management, or a related field. Professionals with at least 5+ years of experience in customer quality, operations, supplier management, business optimization and/ or project management. Lean Manufacturing and/or Six Sigma training. Strong experience in a matured manufacturing environment with solid quality principles. Ability to develop and maintain professional relationships across a matrixed, multi-cultural organization to collaborate for results. Communication Skills: Strong communicator with attentive, empathic listening skills. Negotiation Skills: Strong negotiation competences to manage demanding situations with opposing opinions. An innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can manage adverse situations. An elevated level of self-motivation, sense of urgency, and assertiveness with the ability to make meaningful decisions with minimal supervision. Ability to travel 25-50%. Preferred Master's degree in business or engineering. Customer Service Experience: Experience in face-to-face customer environments Advanced Quality Requirements: Experience with advanced quality requirements (IATF 16949 or equivalent). Industry Experience: Experience with high complexity low volume manufacturers and/or the automotive industry Plant Quality and Manufacturing Process Controls for an engineered to order business ASQ Certification CQE, CQM. #Ll-Onsite