Customer quality project manager

Customer Quality Project Manager

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer:

• Competitive salary and bonus!
• Paid vacation with additional paid holidays and sick time
• Comprehensive benefits package including 401K, medical, dental, and vision care - available day one
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• A Day in the Life at Johnson Controls: https://on.jci.com/3CmsdwX

Position Summary

The Customer Quality Project Manager is responsible for leading customer-focused quality initiatives and driving resolution of product, manufacturing, and field performance issues throughout the project lifecycle. This role serves as the primary liaison between customers and internal cross-functional teams to ensure quality expectations are met, customer concerns are addressed, and continuous improvement actions are implemented.

The position combines project management, customer relationship management, quality engineering, and problem-solving expertise to improve customer satisfaction, reduce warranty and quality-related costs, and deliver successful project outcomes.

Key Responsibilities

Customer Quality Leadership

• Serve as the primary quality contact for strategic customers and high-visibility projects.
• Lead customer quality review meetings, issue resolution discussions, and executive-level communications.
• Develop and maintain strong customer relationships by proactively addressing quality concerns.
• Manage customer escalations through timely containment, investigation, and corrective action implementation.

Project Management

• Lead customer quality projects from initiation through closure.
• Develop project timelines, risk assessments, action plans, and status reporting.
• Coordinate quality activities across Engineering, Manufacturing, Supply Chain, Service, and Sales organizations.
• Monitor project deliverables to ensure quality objectives, customer expectations, and deadlines are achieved.

Quality Improvement & Problem Solving

• Facilitate structured problem-solving activities using:
  • 8D Methodology
  • Root Cause Analysis (RCA)
  • 5 Why Analysis
  • Fishbone Diagrams
  • FMEA
  • Lean Six Sigma Tools
• Drive corrective and preventive actions (CAPA) to eliminate recurring issues.
• Validate effectiveness of implemented corrective actions.
• Identify systemic quality risks and opportunities for process improvement.

Customer Issue Management

• Manage customer complaints, warranty claims, and field quality concerns.
• Review and analyze customer feedback, nonconformances, and field performance data.
• Lead containment activities to minimize customer disruption.
• Coordinate issue resolution efforts between customers, factories, suppliers, and service teams.

Data Analytics & Reporting

• Develop and maintain customer quality dashboards and KPIs.
• Analyze trends related to:
  • Customer complaints
  • Warranty performance
  • Defect rates
  • Cost of poor quality
  • Customer satisfaction metrics
• Present findings and recommendations to leadership and customers.
• Utilize Power BI, Excel, and other reporting tools to communicate performance metrics.

Required Qualifications

What we look for

Required:

• Minimum 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards
• 3+ years of client engagement experience
• Knowledge of QA cause and effect methodologies
• Proven experience conducting Corrective and Preventative Action (CAPA) and Root Cause Analysis (RCA)
• Highly motivated and self-directed, capable of multi-tasking, and able to work with minimal supervision
• Extremely detail-oriented and analytical thinker
• Able to interface directly with cross-functional teams
• Strong problem identification and resolution skills
• High level of proficiency with Microsoft Office, particularly Excel
• Strong work ethic and positive team attitude
• Clear and concise communication ability

• Occasional shop environment, requiring adherence to safety policies and exercise of caution, as the environment presents many naturally occurring hazards
• Ability to work and communicate with prudence, while effectively managing time, completing tasks, and working safely

Preferred:

• Experience in HVAC industry

• Training and/or experience in ISO 9001
• Experience managing customer-facing projects and issue resolution.
• Experience working in manufacturing or engineered product environments.

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