Customer Quality Manager

Location:

Air Liquide Electronics innovative electronic materials respond to increasingly challenging customer demands for improved mobility, connectivity, computing power and energy consumption. We offer ultra pure carrier gases, a wide range of specialty gases and advanced precursor molecules, enabling equipment for safe distribution, purification and on-line purity control. On site, manufacturers rely on our expertise in providing full management of these gases, advanced molecules and equipment and in helping to continuously improve production processes.

• Pay: $125,000.00 - $135,000.00

• Comprehensive Family Benefits: Air Liquide offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

• Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.

• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

• Early Access: Your benefits start day 1.

Recruiter: Carolyn Harris | carolyn.harris@airliquide.com

The Customer Quality Manager is dedicated to fostering excellent customer satisfaction and quality integrity by improving overall quality, cost efficiency, and productivity. This key role serves as the primary liaison between customer requirements and internal operational execution. The CQM's core objective is to ensure that all products and services consistently meet and advance beyond both customer expectations and predefined quality standards. Furthermore, this position cultivates continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Customer Quality Roadmap Expectations

• Shape and sustain customer roadmaps using inputs from operations, account managers, and quality.

• Identify and facilitate the implementation of Customer-specific requirements throughout the organization.

• Foster awareness of the customer Supplier Quality Review Board requirements throughout the organization and manage gap analysis.

• Collect and analyze customer scorecards and other relevant quality KPIs and support performance development plans.

• Partner with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers, where appropriate.

• Guide other related customer-facing activities such as customer audits, complaint investigations, supplier quality issue review and response, and electronic Certificates of Analysis (eCoA) processes.

• Collaborate with internal teams to understand stakeholder and customer quality requirements.

Customer / Internal Audit

• Guide audit preparation, execution, and follow-up, ensuring shared accountability for action item closure. Record results in Air Liquide's system of record (Intelex).

Customer Complaint / Customer Quality Events

• Facilitate customer/supplier quality issues (SQNs, 8D) to ensure robust, on-time customer responses.

• Nurture root cause analysis (including supplier events) for Customer Quality issues.

• Collaborate with process owners to implement corrective/preventive actions based on findings.

• Communicate containment, investigation, and action plan results to stakeholders.

• Maintain Customer Quality Event records in Air Liquide's system of record (Intelex) and provide responses via customer templates.

• Foster understanding with customers, suppliers, and senior management on quality issues.

Management of Change/Process Change Notifications (MOC / PCNs)

• Uphold alignment with customer PCN specifications.

• Coordinate and communicate PCNs to customers, update internal systems, involve customers in MOC as needed, ensure no unauthorized changes, prepare PCN packages, update Intelex with approval, and communicate requirements to relevant suppliers.

Process Control System (PCS)

• Partner in Statistical Process Control (SPC)/Statistical Quality Control (SQC), including pioneering standard data analysis/statistical control approaches.

• Coordinate data insights for customer trend reviews, collaborate with the PCS owner on customer-specific STC/trend rules, notify of trends, assist with acceptance criteria (CPk, CPu), identify critical-to-quality items, and manage Statistical Test Notifications (STN) / Out of Control (OOC) concessions.

Business Continuity Plan (BCP)

• Provide customer-specific BCP requirements to the Business Risk Analysis team, communicate inability to meet requirements, and document BCP evaluations/customer responses.

Required Qualifications

• Bachelor's degree in Chemical Engineering, Chemistry, or similar technical discipline.

• 4+ years of quality experience

• Excellent verbal and written communication skills. Able to interact comfortably with all levels of internal and external management. Effective interpersonal skills required, including conflict management and team leadership.

• Knowledge of QA/QC fundamentals including resultant data analysis and problem solving techniques (e.g. lean six sigma, risk management, 5-why, fishbone analysis, 8D, TapRooT)

• Good understanding of Design Failure Mode Effect Analysis (DFMEA) and Process Failure Mode Effect Analysis (PFMEA)

• Experience with customer service levels and responsiveness metrics

• Ability to routinely work on multiple complex quality projects where analysis requires in-depth evaluation of factors

• Exercise judgement in selecting methods, techniques, and evaluation criteria for obtaining results

• Knowledge of quality principles and their relation to standards and regulations (e.g. ISO 9001, 17025, etc.)

• Ability to lead change and manage by influence at all levels across the organization

• Promoting and Achieving Safety

• Innovative Thinking and Influencing Leadership

• Anticipating and Dealing with Changing Environment

• Communicating with Impact

• Managing Personal Efficiency and Competing Priorities

Preferred Qualifications

• Experience in the semiconductor industry

Working Conditions

• Must be able to use a company provided computer

• Must be able to effectively communicate via telephone, email, and in-person

• Must be able to read electronic & hard-copy documents of varying typeface font and size

• Must be able and willing to travel both domestic and international as required (~30% expected)

Physical Requirements

With the exception of the below requirements, there are no other anticipated extraordinary physical requirements for this role such as standing for extended periods of time, lifting heavy objects on a regular basis, or completing repetitive tasks with few breaks.

• Must be able to actively participate in on-site inspections, audits, & event investigations

• Must have full range of motion, ability to climb up and down stairs/ladders, and to lift a minimum of 25 pounds

• Must be able to properly wear required personal protective equipment (PPE)

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.