[Hiring] Head of Global Customer Quality @The businesses of Merck KGaA, Darmstadt, Germany

Role Description

As the Global Customer Quality Manager, you will drive Customer Quality engagement for our customers across all Business Units (BUs) in the Electronics division. In this role, you will collaborate closely with the Global Key Account Managers (GKAMs) and Account Teams to nurture customer relationships and deliver exceptional performance and results. You will serve as the vital communication bridge between EMD Electronics and our customers, ensuring their needs are understood and addressed while advancing their technology. Additionally, you will represent the Voice of the Customer for Quality to internal stakeholders, playing a crucial role in aligning our services with customer expectations and fostering long-term partnerships.

Key Responsibilities

• Develop and lead our proactive Customer Quality engagement strategy with a focus on strategic customers to drive customer systems collaboration, customer scorecard optimization, and customer quality roadmap engagement.
• Act as the second point of escalation for Customer Quality issues.
• Develop and mentor a Global Customer Quality Team with an optimal mix of technical and commercial competency.
• Drive the development and maintenance of Electronics Customer Quality Roadmaps.
• Lead and manage the successful completion of Customer Quality Initiatives and Programs across all Electronics businesses.
• Drive team ownership of customer engagement between Electronics and customers for Quality issues.
• Ensure the Customer Quality team leads and drives customer taskforces to ensure customer trust in our performance and Quality.
• Ensure Customer Quality is a key stakeholder in the troubleshooting and problem solving of Customer Quality Issues including review and approval of 8D reports with high power factor corrective and preventive actions (CAPA).
• Drive management of Customer Quality Inquiries with internal and external stakeholders to ensure accurate and timely responses.
• Ensure facilitation of Customer Quality Audits to drive preparation, enhance performance, and ensure follow-up and closure.

Qualifications

• Bachelor’s degree in engineering, chemistry, or other technical disciplines with 8+ years of manufacturing, business, and quality experience in a fast-paced time sensitive environment.
• 5+ years of successful Customer Engagement in the semiconductor industry or similar large scale production industry.
• Previous experience supervising or managing staff.

Preferred Requirements

• Chemical manufacturing and/or semiconductor experience preferred.
• Confidence interacting with customers and senior internal leaders.
• Demonstrated leadership and coaching experience with global teams.
• Excellent communication skills (English) – oral and written.
• Ability to collaborate with people from various backgrounds/cultures/functions in a highly matrixed global organization.
• Excellent time management and organizational skills with the ability to manage multiple activities, projects, and demands independently.
• Semiconductor fab experience.
• Significant commercial negotiation experience.
• Moderate Statistical knowledge.
• Experience in Quality tools for problem solving (5 Why, Model Based Problem Solving), FMEAs, Continuous Improvement (CI) activities, Management of Change (MOC), and Document Control systems.
• Experience with ISO9001 Quality Management Systems.
• SAP experience.

Benefits

• Health insurance.
• Paid time off (PTO).
• Retirement contributions.
• Other perquisites.

Pay Range

Pay Range for this position: $181,500 - $272,300. The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses.