Customer Quality Management and Product Quality Engineering Manager

Team: ZT - Platform Engineering

Location: Secaucus, New Jersey

Why ZT Systems

AT ZT Systems, you’ll get to do work you’re proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along with way, you will gain hands-on experience in a face-paced environment that’s challenging, rewarding, and career-defining.

With a culture built around our values, we work hard and think fast. We view challenges as opportunities—to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed we use the momentum to go even further. We create value with everything we do, building the foundation of today—and transforming the future of tomorrow.

Join ZT Systems and help us build a technology infrastructure that connects the world.

About the Role

The Customer Quality Management and Product Quality Engineering Manager will work with both our customers and internal teams seamlessly from NPI (new product introduction) to high volume mass production. The Customer Quality Management and Product Quality Engineering Manager will act as the manager and escalation point in driving customer quality and product quality engineers who serve as the customer’s advocate in driving resolution of issues and continuous improvement.

 

What You’ll Do

  • Interface with key customers to assure customer satisfaction and meet customer scorecard expectations
  • Provide day-to-day guidance and escalation point to customer and product quality engineers
  • Successfully drive resolution of customer issues within agreed upon service level agreement
  • Mitigation of quality issues that impact the customer and internal operations
  • Drives quality improvements including overseeing factory, supplier, and customer quality excursions
  • Strive to build a continuous improvement mentality to develop and ensure a data-driven proactive quality culture
  • Must demonstrate excellent analytical and making data-driven conclusion skills
  • Must be capable of effectively interfacing at all levels of the organization including the executive level both internally and with the customer
  • Strong leadership skills with a proven ability to drive complex issues to closure in a timely manner and clearly communicate the result
  • Must exhibit self-motivation, demonstrate a sense of urgency and be capable of successful multi-tasking in a high pressure, fast-paced matrix environment
  • Track both internal and external customer quality issues across multi-functional teams including Quality, Engineering, Procurement, Manufacturing, and suppliers to timely and meaningful resolutions, while also driving performance improvements and supporting long term strategic goals
  • Manage quality issue diagnosis, root-cause determination, and the implementation of corrective and preventive actions with the appropriate team(s)
  • Review failure analysis and corrective action reports through well managed customer-facing communications
  • Internalize customer feedback regarding quality and reliability performance against customer requirements
  • Host quality-related customer visits and audits
  • Work with customers to clearly define factory-build report expectations including frequency of reports, expected data, and response to first past yield excursions
  • Develop and maintain excellent working relationships with key customer and internal stakeholders
  • Become an advocate for the customer through excellent knowledge of ZT manufacturing process, timely follow-through, and customer focus

What You’ll Bring

  • Project planning, leadership, and time management
  • Statistics and analytical principles
  • Experience in working within a global organization a plus
  • Demonstrated success working in a dynamic organization while leading a team through objectives with multiple priority levels
  • Experience in leading and mentoring less-experienced team members
  • Quick learner - can pick up new tools for reporting and analysis
  • Ability to communicate with all levels of management and company personnel
  • Experience creating win-win scenarios with multiple stakeholders/interests to gain buy-in to meet quality objectives
  • Ability to work well under pressure and strong ability to “think on your feet”
  • Strong organizational skills, attention to detail, and flexibility
  • Possess relationship management abilities; strong customer-facing skills
  • Excellent communication and presentation skills
  • Excellent data diagnostic & analytical skills - able to make sense of large volumes of data
  • Knowledge of database/reporting systems, strong excel skills

Minimum Qualifications

  • 5+ years managing people in the same or similar customer-facing fields
  • 10+ years of experience in a similar function. High tech, Computer Manufacturing, or Electronic Manufacturing industry preferred
  • Bachelor’s Degree in Engineering or equivalent combination of professional experience
  • Demonstrated experience /certification in Lean / Six Sigma a plus

ZT Systems is an Equal Opportunity Employer (EOE) and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, gender, marital status, national origin, disability or handicap, or veteran status.

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