Customer Quality Mgr (Remote)

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Job Summary

Reporting to our Manager Americas, Customer Quality, the Customer Quality Manager is the primary contact for customer quality issues (product, process and software) for the Northeast territory of the U.S. The Customer Quality Manager works with sales, distributors and customers within the region to capture quality related product concerns and project manages the issue, including prioritizing, communicating with the field and departments, escalating, and leading issues to resolution. Also, the Customer Quality Manager is responsible for Quality Consultation and Process Guidance to the field.

Essential Job Responsibilities

• You will ensure customer satisfaction on all issues resulting from customer quality concerns and address any gaps in quality related processes.
• Coordinate quality issues that span multiple departments and multiple sales regions.
• Work with assigned strategic accounts as singles contact for quality issues.
• Analyze regional quality and issue resolution data to support proactive and preventative engagement with focus customer accounts
• Be agent, escalate, lead communication, and coordinate issue resolution for urgent quality issues.
• Collaborate with multiple responsibilities to lead issue resolution. Lead project teams and provide follow up.
• Project Manage multiple open issues at a time while ensuring all issues are updated, action plans are summarized, issue resolution is on track, and communication is handled.
• Provide education and instruction to field sales and distributors in proper application of quality related issue resolution procedures.
• Assist field sales in the resolution of commercial issues resulting from product anomalies. Directly address issues within decision authority guidelines.
• Responsible for communication to district sales and departments on top issues, status updates, and resolution of issues
• Performance of these responsibilities requires a substantial amount of teaming with all Rockwell Automation Field Sales and Business Support Departments at several levels within the company.

The Essentials- You Will Have

• Bachelor’s degree in an Engineering or Business discipline, or equivalent degree or education.
• At least 5 years of experience developing corrective action plans and leading issues to resolution.
• Communication both internal and customer-facing.
• Achieve results with team within a complex matrix organization.
• Lead Issue resolution and quality performance.

The Preferred- You Might Also Have

• Project management skills required, experience leading projects to successful completion.
• Commercial skills.
• Product knowledge of Rockwell products, preferable.
• Experience handling Rockwell customer issues, preferable.
• Experience with Rockwell quality systems, preferable.
• Customer interface experience experience with customer, sales and distributors, preferable.
• Pursue tasks with develop actions.
• Focus on prevention, issue resolution and contributing to team.

Travel

• Must be available for occasional travel, mostly within region of responsibility.
• Around 10%

What We Offer

• Personal and Familiar Medical Insurance.
• Pension Plan.
• Saving Fund.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

This is a remote role.