Director, Customer Quality

2 weeks ago

Wilmington, Massachusetts, United States Advanced Energy Full time
ABOUT ADVANCED ENERGY

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE's power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

WHY BE A PART OF ADVANCED ENERGY?

Some people say it's like working in the best of two worlds. We operate like an agile, growing, small company - you can see your work make a difference to the company every day. Things move quickly and you can see and feel it. At the same time, we're a global company founded in 1981 and have been publicly traded for more than 28 years. We have a strong cash position, deep trust and partnership with leading customers, a global best-in-class operations capability, and a proven leadership team. We have a track record and resources to make things happen both organically and inorganically. Being part of a nimble company with a solid foundation attracts team members that are capable, driven and like a challenge. Our employees collaborate and know how to have fun inventing, working, building and winning together. At our core, we are Advanced Energy - powering the future, together.

POSITION SUMMARY:

Responsible for oversight of all phases of AE's Medical Business Unit's coordinated response related to customer quality issues and the implementation of operating practices and programs dealing with customer satisfaction and retention (e.g. NPI quality, SCAR's, escalations, etc.). Responsible for overseeing the Customer Quality team's resolution of matters related to Quality/Reliability of product, internal processes and procedures that impact overall customer satisfaction. Will oversee and be responsible for customer negotiations on business-critical issues by coordinating input from Customer Quality team, and cross-functional groups and has the responsibility and authority to deviate or proceed with actions related to overall customer and BU satisfaction.

RESPONSIBILITIES:
  • Leads, directs, and manages all Customer Quality Management team activities for Plasma Power, to develop strategies for meeting customer's requirements in all quality areas that also serve the BU's business needs
  • Properly manages programs, groups and product teams related to workload in relation to meeting corporate customer quality business objectives for the BU Medical
  • Oversees the relationship between customer's Quality, Engineering and Production groups and AE's Engineering, Sales, Marketing, Service, Quality and Operations functions to resolve equipment reliability and performance issues
  • Program manages the technical strategies necessary to address critical customer problems ranging from NPI, field escalations, or factory product issues, as needed
  • Establishes team objectives and assignments as well as manages the reporting system for the team and top level KPI's on critical customer problems relating to BU Medical Products and customers
  • Interacts with major customers and involves controversial situations, minor customer negotiations, or influencing and persuading other senior level managers
  • Trains, coaches, assess, and mentors' team and peers with relation to failure analysis reports, data analysis (quality metrics), corrective action, root cause analysis (8D / CAPA), and quality performance reports
WORK ENVIRONMENT:
  • Standard office environment, noisy & busy manufacturing areas / labs, and clean-room environment
  • AE Medical Business is a highly dynamic, technically challenging, and fast-paced manufacturing workplace
  • Must be able to travel up to 25-30% of the time. Travel is mostly domestic but may require international visits to interact with customers and/or vendors
QUALIFICATIONS:
  • Ability to communicate effectively and professionally with a variety of internal and external customers
  • Requires the use of independent judgement, responsible actions and professionalism in all customer dealings
  • Expertise in constructing cross-functional project teams and complete programs on schedule
  • Proficient in balancing the requirements of performance, cost, and manufacturability, and to solve complex technical problems
  • Proficient in managing multiple projects at one time
  • Excellent verbal and written communication, and interpersonal skills
  • Proven ability to successfully manage teams through coaching and development
  • Strong computer skills, including experience with all Microsoft Office products, SAP - Enterprise Requirements Planning (ERP), and Customer Relationship Management (CRM) - SFDC
EXPERIENCE:
  • Eight to ten years of experience in technical or quality management
  • Excels in working in a faced paced, high mixed low volume manufacturing environment
  • Experienced in working with Tier 1 & 2 customers with direct interfacing to the customer's supplier quality organizations
  • Knowledgeable in the medical equipment industry or working with medical equipment customers
  • Proficient in working with a global team across multiple time zones
  • Skilled in design, manufacturing, and troubleshooting of high-power RF or DC generators used in plasma processing applications
  • Experienced with NPI or New Product Development launches
  • Expert with manufacturing quality or product quality management
  • Well versed in working with field service teams
  • Knowledgeable of SPC, Variation Control, and MSA or GR&R techniques
  • Ability to utilize quality / lean tools in analyzing, solving, and discussing problems-e.g. histograms, run charts, control charts, parteto charts, etc.
  • Understanding of ISO 9001 quality systems and copy exact requirements
EDUCATION:
  • Bachelors degree in Engineering / Science
  • Advanced Degree in Engineering / Science - desired
  • MBA - desired
COMPENSATION:

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $150,000 to $200,000 per year.

BENEFITS:

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:
  • Medical - multiple medical plans are available to choose from
  • Short and long-term disability and life insurance
  • Health savings and flexible spending accounts
  • Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
  • 8 hours of paid volunteer time off
  • 8 weeks of paid parental leave for both Moms and Dads
  • Company matched 401(k)
  • Tuition reimbursement
  • Expanded mental health coverage and employee assistance programs
  • Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance
Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.

Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to

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