Global Customer Quality Manager

Job DescriptionPOSITION SUMMARYThe Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product linesRESPONSIBILITIESCustomer Issue ManagementServe as the primary global interface for customer quality issues and escalationsEnsure rapid containment, clear communication, and timely resolution of all customer complaintsLead customer reviews, reporting, and executive-level updates on issue status Problem Solving & 8D LeadershipOwn and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologiesEnsure quality of root cause, corrective actions, and verification of effectivenessDrive standardization of problem-solving across all plants and regions Global Read-Across DeploymentLead structured read-across process to prevent recurrence across similar products, processes, and locationsEnsure actions are deployed, validated, and sustained globallyIdentify systemic risks and proactively eliminate them Cross-Functional CoordinationCollaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teamsEnsure alignment between customer issues and internal corrective actionsDrive accountability across regions and functions Performance Monitoring & ReportingTrack and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timingIdentify trends and drive proactive improvementsSupport digital dashboards and real-time visibility (QMS / BI tools) Customer Relationship ManagementBuild strong relationships with key customersRepresent the organization in audits, reviews, and escalation meetingsDrive customer confidence through transparency and execution QUALIFICATIONS7+ years in Quality, Manufacturing, or Customer Quality rolesExperience managing global customer accounts and escalationsStrong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)Experience in automotive, industrial, or data center manufacturing environmentsProven ability to lead cross-functional teams in high-pressure situationsStrong communication skills with ability to interface at executive levelsEDUCATION AND CERTIFICATIONS7+ years in Quality, Manufacturing, or Customer Quality rolesExperience managing global customer accounts and escalationsStrong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)Experience in automotive, industrial, or data center manufacturing environmentsProven ability to lead cross-functional teams in high-pressure situationsStrong communication skills with ability to interface at executive levelsPHYSICAL REQUIREMENTSNo Special Physical RequirementsAbout the TeamWork AuthorizationNo calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity Employer