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Air Liquide · 4 hours ago

Customer Quality Manager

DFW Metroplex

Full-time

Onsite

Mid, Senior Level

$120K/yr - $130K/yr

4+ years exp

Air Liquide is a leader in innovative electronic materials, and they are seeking a Customer Quality Manager in Dallas, TX. This role is responsible for ensuring superior customer satisfaction and quality excellence by managing customer quality expectations, driving continuous process improvements, and acting as a liaison between customer requirements and internal operations.

ChemicalConstructionHealth CareIndustrialIndustrial ManufacturingMachinery ManufacturingManufacturingPublic SafetyTelecommunications

No H1B

Hiring Manager

Carolyn Harris

Responsibilities

Develop and manage customer roadmaps from inputs from operations, account managers, and quality

Identify and facilitate implementation of Customer specific requirements throughout the organization

Drive understanding of the customer Supplier Quality Review Board requirements throughout the organization and manage gap analysis

Collect and analyze customer scorecards and other relevant quality KPIs and manage performance improvement plans

Work with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers, where appropriate

Lead other related customer-facing activities such as customer audits, complaint investigations, supplier quality issue review and response, and electronic Certificates of Analysis (eCoA) processes

Collaborate with internal teams to understand stakeholder and customer quality requirements

Lead audit preparation, execution, and follow-up, owning action item closure. Record results in Air Liquide’s system of record (Intelex)

Manage customer/supplier quality issues (SQNs, 8D) to ensure robust, on-time customer responses

Facilitate root cause analysis (including supplier events) for Customer Quality issues

Collaborate with process owners to implement corrective/preventive actions based on findings

Communicate containment, investigation, and action plan results to stakeholders

Maintain Customer Quality Event records in Air Liquide’s system of record (Intelex) and provide responses via customer templates

Communicate with customers, suppliers, and senior management on quality issues

Ensure compliance with customer PCN specifications

Coordinate/communicate PCNs to customers, update internal systems, involve customers in MOC as needed, ensure no unauthorized changes, prepare PCN packages, update Intelex with approval, and communicate requirements to relevant suppliers

Assist in Statistical Process Control (SPC)/Statistical Quality Control (SQC) , including developing standard data analysis/statistical control approaches

Lead data prep for customer trend reviews, assist PCS owner with customer-specific STC/trend rules, notify of trends, assist with acceptance criteria (CPk, CPu), identify critical-to-quality items, and manage Statistical Test Notifications (STN) / Out if Control (OOC) concessions

Provide customer-specific BCP requirements to the Business Risk Analysis team, communicate inability to meet requirements, and document BCP evaluations/customer responses

Qualification

Chemical EngineeringSemiconductor Industry ExperienceQA/QC FundamentalsLean Six SigmaDFMEAPFMEAISO Standards KnowledgeCommunication SkillsInterpersonal SkillsConflict ManagementTeam Leadership

Required

Bachelor's degree in Chemical Engineering, Chemistry, or similar technical discipline

4+ years of experience in the semiconductor industry

Excellent verbal and written communication skills

Able to interact comfortably with all levels of internal and external management

Effective interpersonal skills required, including conflict management and team leadership

Knowledge of QA/QC fundamentals including resultant data analysis and problem solving techniques (e.g. lean six sigma, risk management, 5-why, fishbone analysis, 8D, TapRooT)

Good understanding of Design Failure Mode Effect Analysis (DFMEA) and Process Failure Mode Effect Analysis (PFMEA)

Experience with customer service levels and responsiveness metrics

Ability to routinely work on multiple complex quality projects where analysis requires in-depth evaluation of factors

Exercise judgement in selecting methods, techniques, and evaluation criteria for obtaining results

Knowledge of quality principles and their relation to standards and regulations (e.g. ISO 9001, 17025, etc.)

Ability to lead change and manage by influence at all levels across the organization

Candidates must have valid employment authorization in the U.S. and must not require visa sponsorship now or in the future