Customer Excellence Quality Champion

**Job Details**

**What you will do**:
Customer Excellence & Quality managers 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 escalation 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 Senior Director and other Customer Excellence & Quality Managers to build and manage 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 driving 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
- Oversee the communication to the customer and resolve escalations 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
- Actively 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 a world-class Quality organization
- Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance
- Engage globally with the ability to understand and work effectively in a culturally diverse organization

**What we look for**:

- Early career to experienced professionals with at least 8 years of experience in customer quality, operations, supplier management, business optimization and/ or project management
- Experience overseeing 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.
- Excellent people skills with ability to develop and maintain professional relationships across a matrix, multi-cultural organization to collaborate for results
- Ability to influence across a matrix organization through partnering and collaboration fostering strong relationships
- Regular executive interactions at Director/VP level. Must be able to build relationships at all levels.
- Bachelor’s degree in engineering, supply chain, business or related discipline, MBA is desirable
- Lean Manufacturing and/or Six Sigma training is desirable
- Strong oral & written English, mandarin language skills,
- Strong capability with standard MS Office tools
- Ability to travel

**_Diversity & Inclusion _**
- Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. _Our D&I mission elevates each employee _’ _s responsibility to contribute to our culture. It _’ _s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands. _

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