CUSTOMER QUALITY MGR

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

The Customer Quality Mgr is the primary point of contact for customer quality issues (product, process and software) for the Central Southwest region. The Customer Quality Mgr works with sales, distributors and customers within the region to capture quality related product concerns and projects manages the issue, including prioritizing, communicating with the field and business units, escalating, and driving issues to resolution.  In addition the customer quality manager is responsible for Quality Consultation and Process Guidance to the field.

Essential Functions

• 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 business units and multiple sales regions
• Work with assigned strategic accounts as single point of contact for quality issues
• Analyze regional quality and issue resolution data to drive proactive and preventative engagement with focus customer accounts
• Act as change agent, escalate, lead communication, and coordinate issue resolution for urgent quality issues
• Collaborate with multiple functions to drive issue resolution.  Lead project teams and provide timely 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 appropriately.  
• Provide continual education and instruction to field sales and distributors in proper application of quality related issue resolution processes and procedures 
• Assists 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 business units on top issues, status updates, and resolution of issues

Performance of these duties requires a substantial amount of teaming with all Rockwell Automation Field Sales and Business Support Functions at various levels within the company.
 

Experience And Education Requirements

• 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 driving issues to resolution
• Proven effective communication both internal and customer facing
• Drives results with cross-functional team within a complex matrix organization
• Strong analytical and problem-solving skills to drive issue resolution and quality performance

Additional Suitability Requirements

• Project management skills required, experience leading projects to successful completion
• Commercial and communication skills required
• Product knowledge of Rockwell products is preferred
• Experience with handling Rockwell customer issues is preferred
• Experience with Rockwell quality systems is preferred
• Customer interface experience: experience with customer, sales and distributors is preferred
• Pursues tasks with drive, a sense of urgency and develops timely actions
• Focus on prevention, timely issue resolution and contributing to team

Travel

• Must be available for occasional travel, mostly within region of responsibility. 
• Around 10-20%
• Around 10-20%

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of personnel so classified.  Reasonable accommodations to essential functions of the job will be made if necessary.

Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.