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Director, Customer Quality

Company: Advanced Energy Industries, Inc.
Location: Fort Collins
Posted on: November 22, 2021

Job Description:

Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide. POSITION SUMMARY: Responsible for oversight of all phases of AE's Plasma Power BU-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 to oversee 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, especially for Plasma Power
  • 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, filed 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 Plasma Power 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 Plasma Power, is a highly dynamic, technically challenging, and fast-paced manufacturing work place
    • 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
      • Ability to construct cross-functional project teams and complete programs on schedule
      • Ability to balance the requirements of performance, cost, and manufacturability
      • Ability to solve complex technical problems
      • Ability to manage 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
        • Experienced with working in a faced paced, high mix low volume manufacturing environment
        • Experienced in semiconductor industry or working with semiconductor customers
        • Experienced in working with a global team
        • Experience in design, manufacturing, and trouble-shooting of high power RF or DC generators used in plasma processing applications
        • Experienced with NPI or New Product Development launches
        • Experienced with manufacturing quality or product quality management
        • Experienced 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 exactly requirements EDUCATION:
          • Bachelors degree in Engineering / Science
          • Advanced Degree in Engineering / Science
          • MBA 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, and 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 - 4 different health care plan options, dental, and vision
            • Short and long-term disability and life insurance
            • Health savings and flexible spending accounts
            • Generous paid time off starting at 4 weeks, 7 holidays and 3 floating holidays
            • 8 Hours of paid volunteer time off
            • 8 weeks of paid parental leave for both Moms and Dads
            • Company matched 401(k)
            • Expanded mental health coverage and employee assistance programs
            • Other voluntary benefits include pet insurance, identify theft, legal assistance, critical illness, and voluntary accident insurance Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected--Veterans,--and Individuals with Disabilities.

Keywords: Advanced Energy Industries, Inc., Fort Collins , Director, Customer Quality, Executive , Fort Collins, Colorado

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