ES-Americas Customer Quality Manager

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you'll do:

In this role, you will manage strategic customer quality relationships. As the Quality liaison, you will address customer quality concerns and performance, interfacing with Services, Product Management, Operations, Engineering, Sales, and the customer organization. Reporting directly to the LV Customer Quality Manager for Electrical Sector Americas, this highly visible position spans multiple divisions.

Maintaining customer confidence is crucial, achieved through effective problem resolution and building strong professional relationships with external customer leadership and internal Eaton teams. This role must navigate a large matrixed organization efficiently to resolve customer quality concerns swiftly.

As a customer advocate, the Customer Quality Manager must balance product-specific and multi-divisional impact issues, considering cost implications for Eaton while maintaining customer confidence. The role involves addressing aggressive customer demands and working with divisional and plant resources to resolve quality concerns, ensuring necessary and cost-effective resource allocation.

Essential Functions Include:

• Customer Quality Problem Solving and Communication - Lead quality problem solving activity for select strategic customers. Lead the processes to prepare for key customer quality communications and business review activities with primary responsibility for customer quality problem solving activity for select Hyper-scale Data Center customers, (i.e. AWS, Cloud HQ, Cyrus One, Aligned.) as well as select strategic customers in other verticals.

• Cross-Functional Collaboration and Corrective Actions - Work with plant cross-functional teams to identify root cause and generate corrective action plans and assist in verifying effectiveness of those actions. Leverage tools within the Eaton Quality Systems to address quality concerns (i.e. 8D, root cause analysis, A3, PFMEA, control plans, etc.) and communicate with customers as appropriate. Work with key account sales and marketing managers and Engineering Service to remedy critical customer complaint issues, acting as coordinator representing ES Americas Quality for specific customers.

• Customer Relationship Management and Engagement - Focus on customer relationship building and enhancement through regular Voice of Customer activities, i.e. Quarterly Business Reviews (QBR) process, including customer visits and communications. Conduct customer satisfaction workshops (Business Process Improvements events and/or Emergent Learning Events) to improve group customer quality, and individual competency to exceed customer expectations.

• Quality Analytics and Continuous Improvement - Engage and leverage the group level Advanced Customer Quality Analytics process, providing internal and external insight to opportunities for improvement through the life cycle of diverse portfolio of electrical platforms driving significant year over year performance improvement for both new business opportunity and existing install base. Communicate with customers using statistical analyses to drive internal continual improvement through design, process, or supplier quality improvement.

What will make you successful?

The ideal candidate has a strong customer focus and the drive to be a customer advocate, coupled with robust business acumen. You possess excellent problem-solving skills and a solid background in product, process, or quality engineering. Effective communication, planning, and organizational skills are essential, along with the ability to present professionally to executive-level audiences. You must be able to multitask across organizational levels and work effectively in a matrix environment to drive results and change through others. We are looking for candidates who are diverse in their backgrounds, perspectives, and experiences, and who can bring fresh and innovative ideas to our team.

Qualifications:

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution
• Minimum 7 years of experience in a manufacturing or engineering environment
• Minimum 3 years of quality experience working with internal and external customers
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of one of the following locations: Asheville, NC; Charlotte, NC; Greenwood, SC; Pittsburgh, PA; Raleigh, NC will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Must be legally authorized to work in the United States without company sponsorship now or in the future.

Preferred Qualifications:

• Bachelor's degree in Engineering or related discipline
• Previous leadership experience including Project Management, leading a team of direct reports
• Six Sigma Greenbelt certification
• Working knowledge of Quality Management System standards and AIAG requirements
• ASQ Certified Quality Engineer

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.