POSITION SUMMARY

The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions.

This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines

RESPONSIBILITIES

Customer Issue Management

- Serve as the primary global interface for customer quality issues and escalations

- Ensure rapid containment, clear communication, and timely resolution of all customer complaints

- Lead customer reviews, reporting, and executive-level updates on issue status

Problem Solving & 8D Leadership

- Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies

- Ensure quality of root cause, corrective actions, and verification of effectiveness

- Drive standardization of problem-solving across all plants and regions

General Read-Across Deployment

- Lead structured read-across process to prevent recurrence across similar products, processes, and locations

- Ensure actions are deployed, validated, and sustained globally

- Identify systemic risks and proactively eliminate them

Cross-Functional Coordination

- Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams

- Ensure alignment between customer issues and internal corrective actions

- Drive accountability across regions and functions

Performance Monitoring & Reporting

- Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing

- Identify trends and drive proactive improvements

- Support digital dashboards and real-time visibility (QMS / BI tools)

Customer Relationship Management

- Build strong relationships with key customers

- Represent the organization in audits, reviews, and escalation meetings

- Drive customer confidence through transparency and execution

QUALIFICATIONS

- 7+ years in Quality, Manufacturing, or Customer Quality roles

- Experience managing global customer accounts and escalations

- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

- Experience in automotive, industrial, or data center manufacturing environments

- Proven ability to lead cross-functional teams in high-pressure situations

- Strong communication skills with ability to interface at executive levels

EDUCATION AND CERTIFICATIONS

- 7+ years in Quality, Manufacturing, or Customer Quality roles

- Experience managing global customer accounts and escalations

- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

- Experience in automotive, industrial, or data center manufacturing environments

- Proven ability to lead cross-functional teams in high-pressure situations

- Strong communication skills with ability to interface at executive levels

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES





• High-Performance Culture• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

VERTIV BEHAVIORS

- Own it

- Act with urgency

- Foster a customer-first mindset

- Think big and execute

- Lead by example

- Drive continuous improvement

- Learn and seek out development

- Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs.

Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network.

Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries.

Visit to learn more.

Work Authorization

No calls or agencies please.

Vertiv will only employ those who are legally authorized to work in the United States.

This is not a position for which sponsorship will be provided.

Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Required Skill Profession

Operations Specialties Managers

Apply Now

Job Details (Bookmark)

- Company: Vertiv

- Location: Santa Catarina, Nuevo Leon, Mexico

- Job Type: Full-time

- Salary: Undisclosed

- Status: (Active)
- Download This Job Details in PDF

Why Work at Vertiv

Vertiv Company Info Other Openings

Industry: Operations Specialties Managers

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📌 Global Customer Quality Manager (Santa Catarina)
🏢 Vertiv
📍 Santa Catarina