Customer Quality Specialist

The Customer Quality Specialist will support the business to advocate for internal and external customers in resolving the most complex product quality, supply chain quality and process quality related issues.

Key Responsibilities:

• Develops understanding of customer expectations and requirements for quality. 
• Leads the implementation and closes action plans for customer quality issues including product, supply chain or process related.
• Uses Customer Centric metrics to prioritize customer quality issues. 
• Develops and maintains external relationships and supports developing key quality communications, in some cases communicates externally. 
• Contributes to process improvement efforts. Identifies problems, prioritizes actions, leads, or participates in Six Sigma projects/continuous improvement. 
• Supports the vision and strategy for the Customer Quality organization, including definition and meeting key performance metrics and goal tree initiatives.

Competencies:

• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization. 
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. 
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 
• Customer focus - Building strong customer relationships and delivering customer-centric solutions. 
• Ensures accountability - Holding self and others accountable to meet commitments. 
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear. 
• Advanced Product Quality Planning - Leads the technical quality planning and ensures customer satisfaction through structured and measurable processes as defined by industry standard. 
• Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented. 
• Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a “project”). Ensures results/impact from temporary effort are fully realized as possible. 
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization. 
• Drives vision and purpose - Painting a compelling picture of the vision and strategy that motivates others to action. 
• Quality Influence - Ability to recognize stakeholders, create a forum to professionally extract stakeholder perspectives, drive and engage in constructive conflict, and to influence outcomes in order to ensure Cummins makes a balanced decision inclusive of Quality priorities. 
• Quality 4.0 - Leverages cloud-based systems and digitization to drive improved quality outcomes. Knowledge and application of Quality 4.0 (Q4.0) and digitization of quality management. Examples of Q4.0 are cloud native software applications, digital twin, simulation, adaptive intelligence and connected systems. 

Education, Licenses, Certifications:

• College, university, or equivalent degree required, Engineering or a related technical or scientific subject preferred. Green Belt Certification preferred. 
• This position may require licensing for compliance with export controls or sanctions regulations. 

Experience:

• Minimum of 2 years of relevant experience.
• Cummins supplied products support. 
• Work with various JPN OEMs, primarily OFF HWY OEMs (Hitachi, Kobelco, etc.)
• Point of contact for communicating product issues to the OEMs, including Safety Campaign related communications.
• Liaison between OEM plant/field personnel and Cummins internal team. (BIS & AIS)
• Identify top issues impacting the OEMs and ensure the appropriate parties are aware.

This includes not only identifying top Cummins issues and ensuring the platform teams are aware but also includes identifying potential OEM issues.

• Participate Cummins Internal projects and related meeting forums to deliver output to OEM customers. Work with extended Cummins internal members and Suppliers to reach short term and long term solution in the lead time agreed with OEMs as needed. 
• カミンズ供給製品を対象に従事する。
• 日本のOEM向けに従事。主に建機メーカの、日立建機、コベルコ建機等
• OEMとの納入製品問題に関する窓口業務、個別から市場措置等の届け出案件も含む。
• OEMの場内品管・市場サービスや品証とカミンズ社内間のリエゾンとなる。（場内・市場不具合対応)
• Top Issue(重要品質問題)や、潜在的にそうなりうる問題の関係者への周知展開をする。
• カミンズ社内の改善プロジェクトや会議体に参加し、OEMへ報告する。暫定や恒久対応をOEM期日までに対応するために、社内関係者やサプライヤーが広範囲にわたり従事する場合がある。

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.