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Head of Customer Quality Assurance

2 months ago

Wilmington, Massachusetts, United States Advanced Energy Full time

Head of Customer Quality Assurance

ABOUT ADVANCED ENERGY

Advanced Energy (Nasdaq: AEIS) stands at the forefront of innovation in the design and production of precision power conversion, measurement, and control solutions tailored for mission-critical applications across diverse industries. Our power solutions empower customer advancements in complex environments, serving sectors such as semiconductor manufacturing, industrial operations, telecommunications, data center computing, and healthcare. With four decades of expertise, Advanced Energy is headquartered in Denver, Colorado.

POSITION SUMMARY:

This role entails comprehensive oversight of all facets of Advanced Energy's Medical Business Units in relation to customer quality challenges. The position focuses on implementing operational practices and programs aimed at enhancing customer satisfaction and retention. This includes managing the Customer Quality team’s resolution of issues pertaining to product quality and internal processes that influence overall customer experience. The individual will also lead negotiations on critical business matters, coordinating insights from the Customer Quality team and cross-functional departments, possessing the authority to make decisions that affect customer and business unit satisfaction.

RESPONSIBILITIES:

  • Directs and manages all activities of the Customer Quality Management team for Plasma Power, crafting strategies to meet customer requirements while aligning with business unit objectives.
  • Effectively oversees programs and product teams to ensure alignment with corporate customer quality goals for the Medical Business Unit.
  • Facilitates collaboration between the Customer Quality, Engineering, and Production teams, as well as other functions within Advanced Energy, to address equipment reliability and performance challenges.
  • Manages technical strategies to resolve critical customer issues, including new product introductions and field escalations.
  • Establishes team objectives and manages reporting systems to track key performance indicators related to customer challenges in Medical Products.
  • Engages with major clients, handling sensitive situations and negotiations, while influencing senior management decisions.
  • Provides training, coaching, and mentorship to team members on failure analysis, data analysis, corrective actions, and quality performance metrics.

WORK ENVIRONMENT:

  • Standard office setting, with exposure to busy manufacturing areas and clean-room environments.
  • The Medical Business Unit operates in a dynamic, technically demanding, and fast-paced manufacturing atmosphere.
  • Travel requirements may include up to 25-30% of the time, primarily domestic, with potential international visits for customer and vendor interactions.

QUALIFICATIONS:

  • Exceptional communication skills to engage effectively with a diverse range of internal and external stakeholders.
  • Demonstrated ability to exercise independent judgment and professionalism in customer interactions.
  • Proficient in forming cross-functional project teams and delivering programs on schedule.
  • Skilled in balancing performance, cost, and manufacturability while addressing complex technical challenges.
  • Adept at managing multiple projects simultaneously.
  • Strong verbal and written communication abilities, along with excellent interpersonal skills.
  • Proven track record in successfully leading teams through coaching and development.
  • Proficient in Microsoft Office Suite, SAP ERP, and CRM systems.

EXPERIENCE:

  • 8-10 years of experience in technical or quality management roles.
  • Experience in a fast-paced, high-mix, low-volume manufacturing environment.
  • Familiarity with Tier 1 & 2 customers and direct interaction with supplier quality organizations.
  • Knowledge of the medical equipment sector or experience with medical equipment clients.
  • Experience working with global teams across various time zones.
  • Expertise in the design, manufacturing, and troubleshooting of high-power RF or DC generators used in plasma processing.
  • Experience with new product development launches.
  • Strong background in manufacturing quality or product quality management.
  • Familiarity with field service teams and quality control methodologies.
  • Understanding of ISO 9001 quality systems and compliance requirements.

EDUCATION:

  • Bachelor's degree in Engineering or Science.
  • Advanced degree in Engineering or Science is preferred.
  • MBA is a plus.

COMPENSATION:

Advanced Energy offers a competitive compensation package, influenced by various factors including skill set, experience level, and specific location.

BENEFITS:

We are committed to providing a comprehensive benefits package to attract and retain a talented workforce. Our offerings include:

  • Multiple medical plan options.
  • Short and long-term disability and life insurance.
  • Health savings and flexible spending accounts.
  • Generous time-off policy including paid vacation, sick leave, and holidays.
  • Paid volunteer time off.
  • Paid parental leave for all parents.
  • Company-matched 401(k) plan.
  • Tuition reimbursement.
  • Expanded mental health coverage and employee assistance programs.

Advanced Energy is dedicated to fostering a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We are also committed to providing reasonable accommodations in our job application process for qualified individuals with disabilities.