Customer Quality Manager Power Division(m/w/x)

**Job Description:** About the role: As a  Customer Quality Manager your main responsibility will be to ensure the end-to-end customer satisfaction of the division's customer base and built trust on quality. Reporting to the Quality Director, Power Division of Bourns, Inc. and as part of the divisional quality staff, the Customer Quality Manager will lead and resolve customer issues, establish feedback systems to understand the customer's experience with the company's products and services and drive strategies to continuously improve the overall customer relationships. For this important role we are seeking a dedicated, self-motivated and pro-active person, who enjoys to build relationships with their customers for a better mutual understanding and cooperation. Your essential duties & responsibilities are: Acting as the primary interface between customers and the Bourns manufacturing sites of the Power Division for all quality related questions or topics, coordinating with Bourns' customer service team as needed. If necessary, leading external escalated issues with significant impact to customer satisfaction or risk to the division and involve the required leadership of the business and the Global Quality function. Being an expert for customer specific requirements related to product, process and performance and therefore ensuring that the customer specific requirements are distributed, documented and well-known within the division. Addressing customer complaints and cooperating with the respective Bourns sites and functions to resolve issues. Coordinating and leading necessary containment activities on-site (customers, Bourns warehouses) in cooperation with the Bourns manufacturing teams. Monitoring customer satisfaction (for example scorecards) and reporting the results and ensuring that KPIs related to customer satisfaction are met (for example response time goals). Leading countermeasure action plans if necessary and involving the necessary stakeholders will also be a part of your duties. Engaging proactively with customers and internal stakeholders such as Sales and Product Line to understand needs and driving actions for highest customer satisfaction. Preparing Bourns facilities for customer visits. Driving lessons learned reviews after resolving customer issues and recommending necessary actions for implementation. You are the ideal candidate if you: Have excellent negotiation and communication skills and are also able to present complex quality matters and data in a clear and professional manner to senior executives and customers. Can prepare understandable and effective reports, emails, analysis, and letters to multiple stakeholders within the Company. Can communicate well to, and agreements with, Company customers, executives, suppliers, and subcontractors in all aspects of quality related matters. Have a Bachelor’s Degree from an accredited university. Strong preference in Electrical, Mechanical or Industrial engineering areas; Masters Degree is a plus. Have 10+ years of quality-related experience in a global manufacturing environment, including a minimum of 5+ years working in a similar position with customers. Have working knowledge and are expert in some of the key quality tools such as 8D-Report, DFMEA, PFMEA, Control Plan, MSA, SPC, error-proofing. Have strong root cause analysis and problem-solving skills preferably by demonstrating full proficiency in the use of the 8D methodology. Working knowledge of problem solving techniques such as Shainin or DMAIC will be considered a plus. Can demonstrate a good understanding of fact-based decision-making and proficient use of root cause analysis applied to quality management improvement. Have working knowledge in auditing. Lead Auditor certification for VDA 6.3 is considered a plus. The Customer Quality Manager must be able to deal effectively in a global, matrix and multicultural organization including dealing with executives, employees outside of their home country, and with a global customer and supply chain base. This is a unique opportunity to play a pivotal role in our company’s growth and culture transformation in Germany. You will join a collaborative team, enjoy competitive benefits, and make a lasting impact on our workforce. Bourns is an equal opportunity employer. At Bourns, we are committed to treating all Applicants and Employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. Equal Opportunity Employer: Minority/Female/Disability/Veteran If you are results-oriented, have the drive to find industry-leading ways to meet ongoing technological challenges, and go the extra mile to maximize customer relationships, then we invite you to apply to join the Bourns team.