AEROCONTACT
Customer Quality Manager (H/F) - SAFRAN ELECTRONICS & DEFENSE AVIONICS USA, LLC
AEROCONTACT, Irvine, California, United States, 92713
Customer Quality Manager (H/F)
Safran Electronics & Defense – Safran Electronics & Defense – (SAFRAN ELECTRONICS & DEFENSE AVIONICS USA, LLC) – AEROCONTACT
Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.
Mission description The Customer Quality Manager (CQM) position provides the opportunity to gain experience working with customers and across multiple disciplines with Safran Electronics & Defense, Avionics (SEDA). The CQM has a direct impact on customer satisfaction metrics. A successful CQM develops strong customer relationships and manage the customer satisfaction metrics for assigned customer. The CQM utilizes a network of operations and engineering resources to evaluate SEDA products and processes, analyze root causes of deficiencies and ensures proper corrective actions are implemented in a timely manner. The CQM participates in cross‑functional team efforts to make improvements to SEDA products and processes ensuring the highest quality products are delivered to the customer. This position requires ability to develop relationships with customers, program/contract management and various support groups to ensure timely responses to issues requiring corrective action or impacting customer satisfaction. The position also requires an ability to interpret customer requirements and ability to satisfy them with our current Quality Management System.
Essential Duties and Responsibilities
Interface with business units, cross‑functional groups and customers on support tasks related to Quality & OTD, FA (Failure Analysis), RCCA (Root Cause Analysis / Corrective Actions and Preventive Actions).
Review FA & RCCA reports before release to customers, and address follow up customer questions/requests.
Manage the quality relationship with customers (internal/external) and drive proactive customers support.
Create strong customers relationship in cooperation with Program Office.
Address all customers' requests and complaints (Quality mainly).
The CQM is the first point of contact for quality issues and requests, directly by the customers or through Program Office / Service Group.
Support data analysis for KPIs metrics (Customer Satisfaction).
Involve in failure analysis and managed quality escalations, including leading cross‑functional teams.
Ensure Cross‑functional team's performance metrics are aligned with the organization's strategic objective supporting Customer Satisfaction.
Recommend modifications of internal qualification, assembly & test processes to meet Customer Satisfaction expectations.
Involvement with reviewing customer requirements and quality contracts.
Managed customer visits and customer audits.
Create quality notification letters.
Support customer business reviews.
Track Customer Sat scorecards and drive improvement plans.
Lead periodic Customer Sat reports for customers.
Drive continuous improvement through Ops, based on FA findings and customer requirements.
Champion of the "Voice of Customer".
Lead other quality functions to ensure One Quality group behavior.
Lead and complete specific projects/tasks as assigned.
Education / Experience
STEM Bachelor's degree required.
Experience in Quality, Engineering, and/or a customer‑facing role.
Ability to travel domestic/international for up to 50%.
Physical Requirements Office: While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The noise level in the work environment is usually quiet.
Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
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Safran est un groupe international de haute technologie opérant dans les domaines de l'aéronautique (propulsion, équipements et intérieurs), de l'espace et de la défense. Sa mission : contribuer durablement à un monde plus sûr, où le transport aérien devient toujours plus respectueux de l'environnement, plus confortable et plus accessible. Implanté sur tous les continents, le Groupe emploie 100 000 collaborateurs pour un chiffre d'affaires de 27,3 milliards d'euros en 2024, et occupe, seul ou en partenariat, des positions de premier plan mondial ou européen sur ses marchés. Safran est la 2ème entreprise du secteur aéronautique et défense du classement « World's Best Companies 2024 » du magazine TIME. Safran Electronics & Defense propose à ses clients des solutions d'intelligence embarquée leur permettant d'appréhender l'environnement, de réduire la charge mentale et de garantir une trajectoire, même en situation critique, ce dans tous les environnements : sur terre, en mer, dans le ciel ou l'espace. La société met les expertises de ses 13 000 collaborateurs au service de ces trois fonctions : observer, décider et guider, pour les marchés civils et militaires.
Mission description The Customer Quality Manager (CQM) position provides the opportunity to gain experience working with customers and across multiple disciplines with Safran Electronics & Defense, Avionics (SEDA). The CQM has a direct impact on customer satisfaction metrics. A successful CQM develops strong customer relationships and manage the customer satisfaction metrics for assigned customer. The CQM utilizes a network of operations and engineering resources to evaluate SEDA products and processes, analyze root causes of deficiencies and ensures proper corrective actions are implemented in a timely manner. The CQM participates in cross‑functional team efforts to make improvements to SEDA products and processes ensuring the highest quality products are delivered to the customer. This position requires ability to develop relationships with customers, program/contract management and various support groups to ensure timely responses to issues requiring corrective action or impacting customer satisfaction. The position also requires an ability to interpret customer requirements and ability to satisfy them with our current Quality Management System.
Essential Duties and Responsibilities
Interface with business units, cross‑functional groups and customers on support tasks related to Quality & OTD, FA (Failure Analysis), RCCA (Root Cause Analysis / Corrective Actions and Preventive Actions).
Review FA & RCCA reports before release to customers, and address follow up customer questions/requests.
Manage the quality relationship with customers (internal/external) and drive proactive customers support.
Create strong customers relationship in cooperation with Program Office.
Address all customers' requests and complaints (Quality mainly).
The CQM is the first point of contact for quality issues and requests, directly by the customers or through Program Office / Service Group.
Support data analysis for KPIs metrics (Customer Satisfaction).
Involve in failure analysis and managed quality escalations, including leading cross‑functional teams.
Ensure Cross‑functional team's performance metrics are aligned with the organization's strategic objective supporting Customer Satisfaction.
Recommend modifications of internal qualification, assembly & test processes to meet Customer Satisfaction expectations.
Involvement with reviewing customer requirements and quality contracts.
Managed customer visits and customer audits.
Create quality notification letters.
Support customer business reviews.
Track Customer Sat scorecards and drive improvement plans.
Lead periodic Customer Sat reports for customers.
Drive continuous improvement through Ops, based on FA findings and customer requirements.
Champion of the "Voice of Customer".
Lead other quality functions to ensure One Quality group behavior.
Lead and complete specific projects/tasks as assigned.
Education / Experience
STEM Bachelor's degree required.
Experience in Quality, Engineering, and/or a customer‑facing role.
Ability to travel domestic/international for up to 50%.
Physical Requirements Office: While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The noise level in the work environment is usually quiet.
Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
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