Quality Manager - EMEA Semi Customer Center

Job content

Mission/Purpose of the Job

Responsible for supporting the quality management for the entire EMEA Customer Centre and ensure that the management systems are being developed, implemented, and are delivering continuous improvement through robust management systems and leading indicators.

Main Responsibilities

• Act as partner to the leadership team to enable an improvement in the culture that places customer quality amongst the organization’s top priorities first
• Interface and manage relationships with key customers to define quality requirements.
• Manage product quality responses to EMEA customers and develop processes and procedures that ensure that organization meets and exceeds applicable customer requirements.
• Provide the EMEA voice of the customer for quality back into the regional/global organisation
• Champion and set out customer satisfaction objectives to drive quality for both product and regional service
• Develop Semiconductor Division Customer Center (Semi CC) level Quality Objectives/ Goals/ Strategy/ Measures (OGSM) from Top level Semi OGSM and cascade within CC organisation. In addition, ensure alignment, delivery and commonality between all CC’s stakeholders in terms of strategy, and measurements and Key Performance Indicators (KPI) to achieve OGSM.
• Utilize and improve existing quality management system, control procedures, standards and policies
• Manage Customer Center warranty reduction projects for EMEA CC (in cooperation with PC and STC) to meet regional and global warranty objectives/targets.
• Establish, monitor, and maintain formal internal and external corrective action systems, which includes the setting up and managing of cross-functional quality improvement teams and projects.
• Manage and support customer quality escalations and support/participate in customer Quality Business Reviews (QBRs).
• Lead and support global quality initiatives i.e. Semi Quality Council, ISO Certifiation, engaging with the wider Quality community (regardless of geographical or organisat. Lines) Conduct audits and inspections to assure compliance to company and regulatory procedures.
• Manage significant failure escalations, partnering with Tech Support and product divisions to resolve quality and reliability issues.
• Be responsible and coordinate/facilitate customer quality audits/visits of Edwards Global Facilities.
• Manage, identify, and communicate customer change control requirements to product divisions.
• Manage, organize and create customer change notifications (VCNs) for critical Edwards product changes and ensure product divisions provide all relevant documents to support product change activity (Note: optional, could be also an account driven initiative).
• Act as partner to the leadership team to enable an improvement in the culture that places quality amongst the organization’s top priorities first.
• Manage and coordinate Failure Analysis Reports/Activities for both internal/external customers.
• Regional sponsor for (Failure Reporting Analysis and Corrective Action System) FRACAS and NEXUS related inquiries/projects/reporting.
• Ensure effective Product Incident (and SCAR Supplier Corrective Action Report) actions are communicated to customers without undue delay.
• Obtain and maintain ISO Triple Certification (9001/18001/45001) for the Customer Center.
  

Skills / Knowledge / Experience

Education level

• BS degree or equivalent, MS is a plus.
• Degree in production, manufacturing, quality or electrical engineering with substantial experience is also acceptable.
  

Relevant Previous experience

• Semiconductor basic knowledge is beneficial.
• Must have the drive and ability to promote continuous quality improvement in a manufacturing environment, also be a team player and communicator.
• Professional skills and experiences in managing ISO standards including ISO9001, ISO14001, OHSAS18000 and 6 Sigma tools.
• Knowledge of process improvement methodologies and tools (8D capability), Statistical methodologies. Failure analysis and problem-solving experience
  

Knowledge areas/Skills

• Experienced in MS Office applications.
• Proactive, detail oriented and self-motivated.
• Excellent communication, administrative, and interpersonal skills English plus Local language
• Good understanding of the required Health & Safety practices and procedures.
  

Other Requirements

• Report writing and presentation skills.
• Microsoft Office applications.
• Excellent written and verbal communication skills in English (other languages is a plus)
• Certifications is a plus
  

Scope of the job

• Geographical scope of the role: EMEA (9 countries)
• Required to interact with the executive management team, field teams, company safety mangers and customers.
• Money Measures
• Responsible for managing and monitoring warranty budget
• Non-Money Measures
• Provides monthly reports to Division and Business Area Safety Managers.
• People
• Actually no direct reports but could change
• The role covers all aspects of Quality management for entire EMEA Customer Center and plays an active role in the development of a culture within the business that is conducive to all teams and individuals.
• Support EMEA Key Customers
• Support Customer Center Sales/Apps/Account/Service Teams
• Travel requirement ~20-30% (Domestic and International)
• Requires excellent communication skills and has the ability to influence colleagues at all levels within the business
• Attend Country Review Meetings (CRM) with BU and Corporate Management
• Responsible for supporting the quality management for the entire EMEA Customer Center and ensure that the management systems are being developed, implemented and are delivering continuous improvement through robust management systems and leading indicators.
• Develop/prioritize work activities to ensure that the needs of both internal/external customers are
  

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.