Customer Product Quality Manager

Customer Product Quality Manager

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

The Customer Product Quality Manager (CPQM) will lead customer quality initiatives and could be assigned directly to multiple major customers. We are looking for a CPQM who is enthusiastic about customer service, is highly customer-oriented, and excels in executing responsive and effective corrective actions for quality topics.

This role will drive communication and action collaborating directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Operations, Sales, and Service.

In addition, this role will drive correction action internally. This role includes establishing critical customer quality metrics for assigned key accounts while orchestrating critical issue resolution and advocating for customers to ensure JCI is the best supplier.

You will report directly to the Business Unit Quality Director but responsible to the assigned customers/account teams to drive improvement in key customer metrics. Based in the plant (and partnering with the manufacturing/design teams) the role identifies top issues/opportunities, initiates resolution/improvement plans, and drives/tracks actions by engaging appropriate functional management and business units to ensure full support.

Regular Tracking Meetings:
Organize and lead regular meetings with customers to review quality topics and the status of open 8D reports.

Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements.

Immediate Response:
Coordinate containment actions in the event of a quality issue.

Develop and implement customer quality scorecard / KPIs to drive performance baseline and improvement on an ongoing basis.

On-Site Quality Reviews:
Conduct regular on-site meetings with customers and product end-users to address quality topics and potential quality issues.

Customer Visits and Audits:
Coordinate quality-related customer visits to factories and/or internal/external audits.

Effectively engage with your leadership and the broader organization to support a customer-focused culture.

Account executive relationship management – Responsible for frequent updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards an elite Quality organization.

Critical Thinking

Skills:

Maintain credibility by promptly resolving quality issues.

Data-Driven Communication:
Use statistical tools and legitimate data-driven evidence to ensure effective customer communication on quality issues.

Bachelor's degree in engineering, Quality Management, or a related field.

Professionals with at least 5+ years of experience in customer quality, operations, supplier management, business optimization and/ or project management.

Lean Manufacturing and/or Six Sigma training.

Strong experience in a matured manufacturing environment with solid quality principles.

Ability to develop and maintain professional relationships across a matrixed, multi-cultural organization to collaborate for results.

Communication

Skills:

Strong communicator with attentive, empathic listening skills.

Negotiation

Skills:

Strong negotiation competences to manage demanding situations with opposing opinions.

An innovative,…