Director, Customer Quality Engineering
1 week ago
Key Responsibilities
- Responsible for Customer Quality Engineering in the region.
- Develop, lead the execution of the customer quality assurance strategies and goals, which include long-range plan, working closely with Sales, Product Management, Field Application and Operation which include Operation excellence and Supply Chain teams.
- Lead the region Customer Quality Engineering to meet customer needs and expectations-driven scorecards, improving customer satisfaction rates through technical, data-driven analysis. Monitor the scorecard and processes to track voice of customers. Analyze and identify key programs to enhance customer experience.
- Engagement with customers and internal teams at the working level to the executive level on Audits, Escalation Management & Problem Solving, Programs as well as many other cross-functional tasks and projects that are aligned with Entegris and Customer goals.
- Keep abreast of competitive quality assurance practices and use this knowledge to develop and adjust to company strategy.
- Ensure company's product quality meet or exceed customer's expectations. Improving the culture on commitment to customer satisfaction.
- Develop and build a strong Customer Quality team through recruiting, comprehensive training and maintain talent personnel through mentoring and coaching by working closely with Human Resource talent development group.
- Liaise with Finance team to meet financial objectives analyzing variances and initiating cost control in order to meet the company business goals
- Demonstrate excellence in decision making, problem solving, planning, execution, discipline, learning, leadership and teamwork (exemplify Entegris PACE values)
Requisite Criteria & Skills
- Bachelor of Science Degree in Mechanical, Chemical, Materials or Electric/Electronic Engineering with related technical field experience is preferred.
- Proven experience (>10 years) in a management role (customer quality, field service, applications/process engineering or product support), in the semiconductor industry.
- Strong background in customer satisfaction programs and quality systems.
- Proven experience with applicable quality tools such as pareto & product performance management, FMEA's, SPC/SQC, histograms, trend analysis, process mapping, design of experiments, cause and effect diagrams, 8D problem solving methodology.
- Proven experience leading a geographically dispersed team of customer facing engineers as well as remotely collaborating with colleagues, management, executives, customers and suppliers in virtual meetings is crucial.
- Experience with auditing against Quality Operating Systems standards is beneficial. Includes single process, product line, factory, company levels.
- Experience with new product introductions, new fab/factory startups, process/product/factory ramp to HVM is very beneficial.
- Proven experience, aptitude and desire to provide leadership and develop solutions for complex and ambiguous situations related to product performance and customer requirements.
- Proven experience in a senior leadership role within quality management, preferably in a global context.
- Exceptional strategic thinking and problem-solving skills.
- Excellent communication and leadership abilities.
- Experience working with global teams and managing large customer accounts.
- Financial acumen and experience in cost control and variance analysis.
- Ability to travel up to 50%
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