The role serves as the primary advocate for the customer within CPS manufacturing and quality organizations, in this role you will lead the response strategy for customer reported issues, drive rapid root cause investigations, and ensure that permanent corrective actions are implemented seamlessly on the factory floor as well as product design. This is a high visibility, leadership role that bridges the gap between engineering, manufacturing, sales, and the end customer to champion an un compromised standard of product quality and reliability.
"1. Lead end to end customer quality escalation process. Ensure immeidate, transparent communication and risk mitigation framing within hours of a reported customer issue.
2. Partner actively with global counterparts, internal product engineering, FAEs, component engineering, manufacturing, and service teams to drive rapid field issue resolution and product quality improvement.
3. Track and optimize segment-specific or customer specific quality metrics, including DPPM, DPU, AWR, customer issue on time respond.
4. Ensure root causes from customer issues are immediately fed back into factory's DFMEA, PFMEA, and control plans to prevent recurrence.
5. Host and lead rigorous customer-driven factory audits, line walks, and QBRs, representing our process controls and continuous improvement culture.
6. Monitoring field data loops and manufacturing statistics to identify subtle performance drifts or systemic risks before they manufests as site events, drive preventive quality control through data analystics.
7. Work closedly with the quality team to design, implement, and track CPS long-term quality roadmap, manufacturing standardizations, NPI quality control process, and COPQ reduction strategies.
8. Actively contribute to the optimization and acalability of the QA team to seamlessly support rapid busiess expansion and multi-fold volume growth without compromising quality performance.
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