Customer Quality Manager

Customer Quality Manager

Requirements

• Bachelors or Masters degree in engineering or a relevant technical field.
• 7-9 years of experience in quality management within a high tech business to business environment.
• Experience in the semiconductor industry and understanding of how fabs and manufacturing equipment works.

Responsibilities

• Ensure that the priorities, pain points, and the emotions of the customer (collectively the ‘Voice of the Customer’) are actively and effectively communicated back through internal channels in a way that drives the necessary tactical and strategic actions to support overall customer satisfaction.
• Refine and bring clarity to the Voice of Customer (VOC), from the Customer Support (CS) perspective, for all internal stakeholders.
• Manage the workflow of Customer Quality Notifications through resolution (including CAPA implementation).
• Partner with key internal group and leverage the VOC to strategically drive and influence overall Quality culture, behaviors, processes, and pillar organizations (D&E, Factory, Supplier Management) within ASML.
• Work directly with local Quality Engineers and local Service Engineers to intake CQNs.
• Work directly with Customer Quality Care (CQC) team to drive closure of CQNs through the 8D process and secure Level-of-Closure (LoC) 3.
• Run and contribute to programmatic and ad hoc customer-facing Quality meetings, report on aligned Quality KPI dashboards, examples: Quarterly Quality Management Review, CQN status reviews on an established cadence, aligned with the customer.
• Collaborate with customer to drive quality improvement programs.
• Partner with CQC to land corrective and preventative actions within the correct quality focus pillars (D&E, Factory, Supplier Management) to achieve Corrective Action Preventative Action closure.
• Partner with Customer Focus Managers (CFMs) at CS Central to help set and drive priorities within the respective Business Line.
• Participate in and support local CS operational/strategic meetings.
• Partner with customer, local, and central groups to define customer critical-to-quality metrics for internal and/or external facing stakeholders.
• Partner with Quality engineers and CS-US Service Quality Excellence program managers to support the build of programmatic approaches to issues resolution.
• Collaborate with local leadership to define activities/programs to step up Quality culture/behavior.
• Be the Quality business partner for local CS Operations & Customer Account Support to interface with customer as 5-in-a-box.
• Build strong working relationships with all key internal/external stakeholders.
• Regular in-person contact with all key internal/external stakeholders.
• Meet regularly with the customer to ensure understanding of the Voice of the Customer.
• Ensure CQN learnings are shared within/across all customer sites.

Preferred Qualifications

• Leadership experience preferred.
• Experience in Professional Field Service Operations preferred.
• APPS, EUV and/or DUV experience preferred.
• PMP or project management experience, nice to have.