Customer Quality Manager

DESCRIPTION

The Customer Quality Manager serves as the primary advocate for customer and market segment quality, focusing on product, supply chain, and process-related issues. This role involves direct engagement with key OEMs (Ashok Leyland and DICV), ensuring customer satisfaction through proactive quality management, strategic communication, and continuous improvement initiatives. The position requires strong cross-functional collaboration and a customer-centric mindset.

Key Responsibilities

• Represent customer expectations and quality requirements across Cummins product, supply chain, and process functions.
• Lead resolution of customer quality issues, including product defects, supply chain disruptions, and process inefficiencies.
• Develop and implement customer-centric metrics and performance targets aligned with business goals.
• Maintain strong external relationships and coordinate quality communications with major OEMs and internal stakeholders.
• Act as the face of quality to the customer, ensuring clear and effective communication of top issues and resolutions.
• Support business leaders in aligning customer feedback with strategic quality initiatives.
• Drive process improvement efforts and identify opportunities for product or process upgrades using Quality 4.0 principles.
• Prepare and present quality-related documentation, reports, and presentations for internal and external stakeholders.
• May lead or coach a team focused on resolving customer and market quality issues.

• Bachelor's degree in Engineering, Technical, or Scientific discipline (or equivalent experience).
• Green Belt certification preferred.
• May require licensing for compliance with export controls or sanctions regulations.

• Action Oriented - Tackles challenges with urgency and energy.
• Builds Networks - Develops strong internal and external relationships.
• Business Insight - Applies market knowledge to support organizational goals.
• Collaborates - Works effectively across teams to achieve shared objectives.
• Communicates Effectively - Tailors messages to diverse audiences.
• Customer Focus - Delivers solutions that meet customer needs.
• Develops Talent - Supports growth of team members.
• Ensures Accountability - Holds self and others to commitments.
• Manages Ambiguity - Navigates uncertainty with confidence.
• Problem Solving - Uses structured methods to resolve complex issues.
• Values Differences - Embraces diverse perspectives and cultures.
• Builds Effective Teams - Fosters collaboration and team identity.
• Drives Vision and Purpose - Inspires others with strategic direction.
• Quality Influence - Balances stakeholder input to prioritize quality.
• Quality 4.0 - Applies digital tools like simulation, digital twin, and cloud-native systems to enhance quality outcomes.

• Minimum 5 years of experience in customer-facing roles, product/service engineering, or quality management.
• At least 3 years of managerial or team leadership experience preferred.
• Proven ability to manage cross-functional relationships and drive customer satisfaction.
• Experience working with OEMs, particularly in automotive or engine systems, is highly desirable.
• Strong analytical, documentation, and communication skills.
• Familiarity with Quality 4.0 tools and digital quality management systems.