Customer Quality Manager - North America

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DuPont E&I Advanced Cleans Technologies has an exciting and challenging opportunity for a Customer Quality Manager

The Customer Quality Manager is responsible for leading and executing the business, site and plant/department quality programs to enable the business to profitably meet customer’s needs related to the quality management system. This role is designed to more directly manage the product quality and service responsiveness to top tier and strategic customers along with working across the functions within the business to align to ever-increasing customer expectations regarding product quality.

The position requires knowledge of raw material & product characterization, formulation design, and manufacturing processes. The CQM must be able to manage customer relationships and expectations and communicate quality information clearly to customers to support the business.

Key Responsibilities:

• Represent the company during interactions with customers regarding product quality, including customer audits.
• Manage customer notifications. Working with global Quality team, will draft and deliver Product Change Notices, Early Alert notifications. etc.
• Ensure rapid response to customer complaints. Responsible to own the 8D process and work across functions to establish team and drive the root cause and corrective actions. Ensure communication strategy on issue is managed both internally as well as externally for customers.
• Own the customer relationship for top tier customers from a quality perspective.
• Provide timely and satisfactory response to customer special requests for data analysis, product testing, etc.
• Investigate and resolve customer quality and performance complaints.
• Respond to customer requests regarding specification improvements and information on product manufacturing process (control plans, process flow, quality systems, etc.).
• Assist with local contract manufacturer quality performance management and improvement
• Responsible for leading quality business reviews with key customers
• Manage customer qualifications for new products and product changes

Requirements:

• Proven project management skills using data driven risk management
• Demonstrated success resolving technical challenges in a time-critical situation
• Thorough understanding of raw material and product chemistry along with analytical and functional characterization methods.
• Experience working with customers or suppliers outside DuPont on technical projects such as raw material or product development, improvement projects, or problem resolution.
• Strong influence management, leadership skills and people/team development skills
• Exceptional ability to build relationships across different organizations to achieve results
• Advanced degree in a technical discipline such as Chemical Engineering, Chemistry, or Materials Science.
• 10+ years’ experience working in the semiconductor or semiconductor materials industry in a technical role (Engineering, R&D, Quality, Fab, etc.).
• Excellent written and verbal communication skills both in Mandarin and English with customers and all levels in the organization

Preferred Qualifications:

• A Ph.D degree in a technical discipline such as Chemistry, Materials or Engineering. Advanced degrees will be a plus.
• Working knowledge of Quality management skills such as SPC, FMEA, DOE, Six-sigma and use of statistical software such as JMP
• 10+ years’ experience working in the semiconductor or semiconductor materials industry in a technical role (such as Engineering, R&D, Quality, Semiconductor Fab.)

DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.