Senior Manager, Customer Quality Engineering

Senior Manager, Customer Quality Engineering

The Role:

We are seeking a highly experienced and strategic leader to oversee our region Customer Quality Engineering team. This role is pivotal in driving customer satisfaction, enhancing quality standards, and ensuring world-class performance across our global operations.

What You'll Do:

• Responsible for Customer Quality Engineering in the region.
• Develop, lead the execution of the customer quality assurance strategies and goals, which include long-range plan, working closely with Sales, Product Management, Field Application and Operation which include Operation excellence and Supply Chain teams.
• Lead the region Customer Quality Engineering to meet customer needs and expectations - driven scorecards, improving customer satisfaction rates through technical, data-driven analysis. Monitor the scorecard and processes to track voice of customers. Analyze and identify key programs to enhance customer experience.
• Engagement with customers and internal teams at the working level to the executive level on Audits, Escalation Management & Problem Solving, Programs as well as many other cross-functional tasks and projects that are aligned with Entegris and Customer goals.
• Keep abreast of competitive quality assurance practices and use this knowledge to develop and adjust to company strategy.
• Ensure company's product quality meet or exceed customer's expectations. Improving the culture on commitment to customer satisfaction.
• Develop and build a strong Customer Quality team through recruiting, comprehensive training and maintain talent personnel through mentoring and coaching by working closely with Human Resource talent development group.
• Liaise with Finance team to meet financial objectives analyzing variances and initiating cost control in order to meet the company business goals.
• Demonstrate excellence in decision making, problem solving, planning, execution, discipline, learning, leadership and teamwork (exemplify Entegris PACE values).

What We Seek:

• Bachelor of Science Degree in Mechanical, Chemical, Materials or Electric/Electronic Engineering with related technical field experience is preferred.
• Proven experience (> 5 years) in a management role (customer quality, field service, applications/process engineering or product support), in the semiconductor industry.
• Strong background in customer satisfaction programs and quality systems.
• Proven experience with applicable quality tools such as pareto & product performance management, FMEA's, SPC/SQC, histograms, trend analysis, process mapping, design of experiments, cause and effect diagrams, 8D problem solving methodology.
• Proven experience leading a geographically dispersed team of customer facing engineers as well as remotely collaborating with colleagues, management, executives, customers and suppliers in virtual meetings is crucial.
• Experience with auditing against Quality Operating Systems standards is beneficial. Includes single process, product line, factory, company levels.
• Experience with new product introductions, new fab/factory startups, process/product/factory ramp to HVM is very beneficial.
• Proven experience, aptitude and desire to provide leadership and develop solutions for complex and ambiguous situations related to product performance and customer requirements.
• Proven experience in a senior leadership role within quality management, preferably in a global context.
• Exceptional strategic thinking and problem-solving skills.
• Excellent communication and leadership abilities.
• Experience working with global teams and managing large customer accounts.
• Financial acumen and experience in cost control and variance analysis.
• Ability to travel up to 30%.