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Customer Quality Manager

4 months ago

Chandler, Arizona, United States Fortive Full time

The Customer Quality Manager assures quality products and processes by establishing and enforcing quality systems and standards. Leads the Customer Quality Engineering (CQE) team responsible for performing thorough proposal reviews, sales order reviews, interfacing with purchasing, customers and documenting lessons learned for each assigned sales order. The CQE team is expected to be closely involved with the upfront planning of new orders and coordinates with customers relating to quality performance, trends, and corrective actions. This leader will maintain a Quality culture and promote a high sense of urgency and desire to meet customer's requirements and regulatory compliance.

  • Provide leadership and direction to Customer Quality Engineers and Data Technicians.
  • Demonstrated ability in Corrective Action Problem Solving Process (8D, 5-Why, Fishbone, etc.), Six Sigma methodologies and Lean principles.
    • Establishes strong corrective/preventive action systems to continually improve operational performance and performance in meeting customer requirements (Scrap, Rework, Cost of Poor Quality, Quality Escapes, Returns)
    • Act as main point of escalation and problem resolution for customers as needed to maintain a high level of customer satisfaction.
    • Support the quality department organizational capability by recruiting, selecting, orienting, and training and developing employees.
  • Collaborate with Program Managers and Contract Administrators in reviewing RFP's/RFQ's quality requirements ensuring requirements are clearly defined.
  • Ensure appropriate support for start of shift meetings, in-person daily management meetings and in-person required training sessions.
  • Responsible for CQE team review of customer contracts (and subsequent changes) and support in the completion of the contract review summary form and review of other compliances, SDRL and PPQs.
  • Participate in the compliance matrix activities and support the drafting of the plan for First Article Inspection (FAI, AS9100) submittal and customer approval.
  • Generate control plans for product and work with Manufacturing Engineering to incorporate the plans into build documentation.
  • Communicate any PO changes or customer updates to the contract.
  • Participate in PDR or CDRs and ensure necessary quality documentation is provided for presentations.
  • Ensure appropriate interface with the customer as necessary in order to complete the delivery order, including presentation of the lot data packages and FAI's as necessary.
  • Verify quality contractual requirements have been met and lessons learned from the customer order have been documented.
  • Ensure CQE team is trained and prepared to generate program quality metrics (FPY, Non-conformances, CARs, etc.).
  • Prepare quality reports by collecting, analyzing, and summarizing data and making recommendations.
  • Verify compliance and effectiveness of the quality system by performing audits and supporting customer/3rd party audits.
  • Participate in Material Review Board activities and Failure Review Board activities.
  • Support Supplier Development Engineering when vendor hardware discrepancies are discovered.
  • Perform other related duties as assigned.

Qualifications:

  • Strong verbal and written communication skills.
  • Demonstrated experience with effective decision making.
  • Strong relationship building and influencing skills.
  • Track record of meeting commitments and deliverables.

Preferred Qualifications:

  • Experience in a highly regulated environment, preferably in defense or aerospace industry.
  • Deep knowledge of quality systems, tools, and methodologies
  • Practical knowledge and leadership experience in Lean and/or six-sigma including lean management system experience (i.e., Toyota Production System).
  • Experience managing teams and professional employees.
  • Practical and applied knowledge of materials planning, production control, and operations management practices.

Education and Experience:

  • BS in related field or comparable work experience.
  • 5 years of progressive experience in a technical manufacturing environment.
  • 5 years' experience in a quality function.
  • Previous supervisory experience a plus.
  • Strong background in corrective action and problem solving.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.


We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.


We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.


At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.


At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.


At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.


Fortive: For you, for us, for growth.


Ready to move your career forward? Find out more at

Pacific Scientific Energetic Materials Company (PacSci EMC), a Fortive Corporation (NYSE: FTV) operating company, makes critical missions possible. From concept to demonstration to delivery, we provide leading-edge energetic materials, devices and subsystems for use in military and commercial applications. With engineering and manufacturing capability in Arizona and California, our associates work together to solve the toughest technical challenges with a dedication to Safety First, Quality Every TimeTM. We enable success for innumerable missions on a daily basis, impacting the lives of military personnel, law enforcement officers, commercial airline pilots, astronauts, and oil field operators. For nearly a century, PacSci EMC's experience and expertise has been relied upon in the times When Milliseconds MatterTM. For more information, go to

PacSci EMC is an equal opportunity employer. We do not discriminate against any applicant or employee on the basis of race, sex, religion, age, national origin, color, disability, or veteran status. Nonetheless, pursuant to our subcontractor status on highly sensitive national security matters, Mechanical Assemblers and all other floor personnel who frequently shift cell assignments, as well as any personnel directly working with the following contract are subject to the following contractual provision: THAAD PRIME Flowdowns (H-Clauses) H-42 FOREIGN PERSONS, paragraph D., "All employees of all entities that make up the Contractor's team, whether subcontractors, consultants, or anyone who works with or on behalf of the Contractor will be citizens of the U.S." Accordingly, only U.S. citizens will be qualified to fill these roles. We are committed to providing a workplace free of any discrimination or harassment.

We all have a role in building a community where everyone belongs. Where you can speak your mind, be yourself, and feel supported. It's how we achieve more together — for each other, for our customers, and for the world.

"The company in which you have expressed employment interest is a subsidiary or affiliate of Fortive Corporation. The subsidiary or affiliate is referred to as a Fortive Company. Fortive Corporation and all Fortive Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call or e-mail to request accommodation."