Job Details

What you will do

Customer Excellence & Quality Engineers are assigned directly to one or more major customers/ dealers to ensure their requirements are fully understood and translated to JCI’s design and operations processes. This role will drive communication and action working directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Sales and Service.

This role includes establishing critical customer quality metrics for assigned key accounts while coordinating with the Customer Excellence & Quality Leader, orchestrating critical issue resolution, and advocating for customers to ensure JCI is the best supplier. This person will be responsible to the assigned customers/account teams to drive improvement in key customer metrics by identifying issues/opportunities, initiating resolution/improvement plans and driving/tracking actions by engaging appropriate functional management and business units to ensure full support. The scope of this role can be global/regional and will likely involve multiple PBUs.

How you will do it

• Work with the Customer Excellence & Global Quality Leader and other Customer Excellence & Quality Engineers to build and implements the processes to drive improved customer experience. This includes the adherence to global processes, tools and communications mechanisms to ensure timely and accurate visibility of opportunities and issues aiming to quick action and results.

• 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

• Supervise the communication to the customer and resolve critical issues when non-conformances are found at the customer in a timely and cost-efficient manner

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

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

• Account executive relationship management – Responsible for weekly 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

• Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance

• Responsible for sharing Customer Quality and PMO best practices.

• Engage globally with the ability to understand and work effectively in a culturally diverse organization

What we look for

• Professionals with at least 8+ years of expedience in customer quality, operations, supplier management, business optimization and/ or project management

• Experience leading a large quality organization including recruiting employees, assigning and directing work, evaluating performance, overseeing the development and maintenance of staff, building trust and rapport and motivating the team.

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

• Ability to influence across a matrixed organization through partnering and collaboration fostering strong relationships

• An innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can manage adverse situations

• A high level of self-motivation, sense of urgency, and assertiveness with the ability to make meaningful decisions with minimal supervision.

• Bachelor’s degree in supply chain, business or related discipline,

• Ability to travel 30-50%

Preferred

• MBA or advanced degree

• Lean Manufacturing and/or Six Sigma training

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