Global Customer Quality Manager
Vertiv Co, Pelzer, SC, United States
POSITION SUMMARY
The 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 lines.
RESPONSIBILITIES
Customer Issue Management
Serve as the primary global interface for customer quality issues and escalations
Ensure rapid containment, clear communication, and timely resolution of all customer complaints
Lead customer reviews, reporting, and executive-level updates on issue status
Problem Solving & 8D Leadership
Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
Ensure quality of root cause, corrective actions, and verification of effectiveness
Drive standardization of problem-solving across all plants and regions
Global Read‑Across Deployment
Lead structured read-across process to prevent recurrence across similar products, processes, and locations
Ensure actions are deployed, validated, and sustained globally
Identify systemic risks and proactively eliminate them
Cross‑Functional Coordination
Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
Ensure alignment between customer issues and internal corrective actions
Drive accountability across regions and functions
Performance Monitoring & Reporting
Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
Identify trends and drive proactive improvements
Support digital dashboards and real-time visibility (QMS / BI tools)
Customer Relationship Management
Build strong relationships with key customers
Represent the organization in audits, reviews, and escalation meetings
Drive customer confidence through transparency and execution
QUALIFICATIONS
7+ years in Quality, Manufacturing, or Customer Quality roles
Experience managing global customer accounts and escalations
Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
Experience in automotive, industrial, or data center manufacturing environments
Proven ability to lead cross-functional teams in high-pressure situations
Strong communication skills with ability to interface at executive levels
PHYSICAL REQUIREMENTS
No Special Physical Requirements
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The 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 lines.
RESPONSIBILITIES
Customer Issue Management
Serve as the primary global interface for customer quality issues and escalations
Ensure rapid containment, clear communication, and timely resolution of all customer complaints
Lead customer reviews, reporting, and executive-level updates on issue status
Problem Solving & 8D Leadership
Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
Ensure quality of root cause, corrective actions, and verification of effectiveness
Drive standardization of problem-solving across all plants and regions
Global Read‑Across Deployment
Lead structured read-across process to prevent recurrence across similar products, processes, and locations
Ensure actions are deployed, validated, and sustained globally
Identify systemic risks and proactively eliminate them
Cross‑Functional Coordination
Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
Ensure alignment between customer issues and internal corrective actions
Drive accountability across regions and functions
Performance Monitoring & Reporting
Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
Identify trends and drive proactive improvements
Support digital dashboards and real-time visibility (QMS / BI tools)
Customer Relationship Management
Build strong relationships with key customers
Represent the organization in audits, reviews, and escalation meetings
Drive customer confidence through transparency and execution
QUALIFICATIONS
7+ years in Quality, Manufacturing, or Customer Quality roles
Experience managing global customer accounts and escalations
Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
Experience in automotive, industrial, or data center manufacturing environments
Proven ability to lead cross-functional teams in high-pressure situations
Strong communication skills with ability to interface at executive levels
PHYSICAL REQUIREMENTS
No Special Physical Requirements
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