Description

POSITION SUMMARY

The Global Customer Quality Manager is responsible for protecting the customer experience across integral 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

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 tra

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