Automotive Customer Quality Support Manager

Requirements
This individual is responsible for reporting and leading Automotive customer quality satisfaction efforts at Bose Corporation. This includes leading a team of engineers who serve as the primary customer contact for delivered quality and field quality issues for Bose products. The team provides prompt initial customer response to ensure issue understanding, coordination of emergency action as appropriate, multi-discipline problem solving team formation, coordination of defective product return, project management of problem analysis and resolution activity, customer reporting, and satisfactory issue closure.

The Automotive Customer Quality Support Manager is responsible for lab analysis of product returns (delivered and field) to determine failure root cause and provide customer and engineering reports to assist corrective action efforts. This includes the analysis of components by outside labs when internal capability is limited. Responsibilities extend to defining and implementing technical and personnel lab resource requirements to support these needs.

The Automotive Customer Quality Support Manager also works with the Automotive Systems Division to determine customer factory on-site support requirements and reaction plans. This individual will assess technical and personnel requirements needed to provide the defined support and will implement a plan to deploy those resources.

The Automotive Customer Quality Support manager also oversees new product launch protection / pre-delivery inspection performance for reporting, action and escalation as needed. Activities include process and equipment support as required. Responsibilities also include product field failure analysis and reporting for ASD Customer Service. Issue investigation and resolution are required when appropriate.

The Automotive Customer Quality Support Manager is responsible for the collection and processing of information that allows timely measurement and reporting of the quality level and delivery performance of Bose products to management, engineering, and customers. Additionally, measures for responsiveness to resolution of customer issues and data analysis for trends for improvement opportunities are required.

The Automotive Customer Quality Support Manager ensures that lab and engineering personnel skill levels support customer needs. This support covers customer application understanding and Bose Corporation product / device technical knowledge as well as the deployment and use of quality tools and methods such as 8D, Six Sigma, FMEA, etc.

Skills
Position Requirements: BA in Engineering or Science or 10 years of relevant experience; 5 years management experience, 5 years manufacturing support, 2 years experience in product design or product development, customer relationship management experience, and working knowledge of quality tools and methods required.

Automotive industry experience and SAP knowledge desired.

Education
BA in Engineering or Science or 10 years of relevant experience including 5 years management experience.