Job Description

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 general 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

Global 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 exe

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