Position Summary:
The Customer Quality Manager is responsible for ensuring customer satisfaction by managing and resolving escalated quality-related issues across the supply chain. This role focuses on being the senior quality interface between the company and its customers driving quality performance at manufacturing plants to ensure GREEN scorecards. The Customer Quality Manager will manage a small team and will have high levels of collaboration with Sales, Finance, Manufacturing Plants, Engineering and be highly visible to senior management.
Essential Duties & Responsibilities:
Serve as the senior point of contact for customer quality concerns, ensuring prompt response and resolution of issues.
Br proficient and/or learn all customer scorecards. Maintain and make transparent the customer scorecards and GO-TO-GREEN actions for each customer/Aptiv Manufacturing site
Monitor and report customer quality performance metrics (e.g., PPM, customer scorecards) and drive continuous improvement initiatives to meet and exceed customer expectations.
Oversee the preparation and submission of customer-required documentation, including 8D reports, PPAP, and other quality deliverables.
Facilitate customer audits and assessments, ensuring compliance with customer-specific requirements and quality standards (IATF 16949, ISO 9001).
Collaborate with internal teams to ensure alignment with customer requirements and to resolve quality issues effectively.
Support new product launches by ensuring quality processes meet customer specifications and facilitating customer approvals.
Lead and participate in regular quality reviews with customers, providing status updates on quality issues, corrective actions, and improvement projects.
Analyze quality data and trends to identify areas for improvement and proactively address potential customer concerns.
Work closely with manufacturing plants to ensure that customer quality requirements are consistently met and that quality systems are effectively implemented.
Facilitate communication between internal teams and customers to ensure transparency and alignment on quality expectations.
Ensure lessons learned and best practices are shared across manufacturing sites to prevent recurrence of quality issues.
Manage warranty claims by coordinating with customers and internal cross functional teams to ensure accurate tracking, investigation, and resolution of warranty-related issues.
Analyze warranty data to identify trends, root causes, and areas for improvement while ensuring timely reporting and corrective action implementation.
Oversee the warranty return process, including the handling, testing, and analysis of returned products, and work with manufacturing sites to drive improvements based on findings.
Collaborate with finance and customer service teams to track warranty costs, make future estimates, support claims reconciliation, and ensure accurate reporting of warranty-related expenditures.
Qualifications & Requirements:
Bachelor's degree in Engineering, Quality Management, or a related field (or equivalent experience).
Minimum of 5 years of experience in a customer-facing quality role, within the automotive industry with OEMs and Tier 1
Experience with warranty systems of ATLEAST ONE of the vehicle OEMs (Ford, GM, STLA, Nissan, BMW, Tesla etc.) is required.
Strong knowledge of quality management systems (IATF 16949, ISO 9001) and customer-specific quality requirements.
Proven experience in managing customer relationships and resolving quality/warranty issues.
Excellent problem-solving skills with a strong ability to perform root cause analysis and implement corrective actions.
Strong communication and interpersonal skills to effectively interface with customers and internal teams.
Ability to prioritize tasks, manage multiple customer requirements, and deliver results in a fast-paced environment.
Proficiency in quality-related software and tools (e.g., Minitab, statistical analysis software) and Microsoft Office Suite (Excel, PowerPoint, Word).
Preferred Skills:
Spanish speaking skills and experience in working or travelling to Mexico
Experience with Automotive Electrical Systems and Electrical/Electronics manufacturing
Six Sigma, CQE or Lean Manufacturing certification.
Work Environment:
This role requires a mix of office and on-site work at manufacturing facilities and customer locations.
This is not a remote or hybrid role. In person meetings are required.
Travel may be required to support customer meetings, audits, and address quality concerns.
This job description reflects the core responsibilities of the Customer Quality Manager and may be adjusted to meet the evolving needs of the organization
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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
