Head of Customer Quality - Americas Region

Company Name:
OSRAM Sylvania
Head of Customer Quality - Americas Region Description OSRAM SYLVANIA is the #1 lighting manufacturer in North America and a worldwide leader in lighting solutions. Our products feature innovative design and energy saving technology. We sell products for homes, businesses and
primarily under the SYLVANIA brand name in the US, and operate under the OSRAM brand in Europe, China and beyond. Around 60 percent of sales come from energy-efficient products.
: Head of Customer Quality Management - Americas Region Job Description: Regional leadership of the CQM organization incl. both regional claim management and technical customer and sales support across the GI business units as well as quality management in sales projects. Counterpart to Sales and Marketing. Support to maintain compliance to regional and local requirements.Regional authority with regard to claim handling, transparency. Customer Quality Organization: Disciplinary and functional lead for the regional CQM COC team to handle customer claims. Resource planning and provision of training as needed by team members. Installation and maintenance of a country CQM network in the region. Support of the country CQMs to fulfil QM standards and local requirements. Quality Reporting/Communication Provision of feedback to the GI business units regarding the product quality status using key performance indicators such as number of incidents or field return rates. Analysis of trends and outlook on potentially bigger issues. Support in derivation of corrective actions. Internal performance monitoring and continuous improvement. Alignment with Global CQM and other regional CQM COC functions on best practices for internal improvement. Distribution of adequate reporting to the global regional contact departments. Claim handling Ensure that regional claims for product quality issues are investigated professionally to derive root cause, containment and corrective action. Assessment on the root cause owner (eg OSRAM, supplier, customer) and proposal for claim clearance. Cooperation with Customer Service. On-site customer support if needed. Review of warranty and secondary cost demands. Alignment with Sales and BU on their coverage according to established processes. Escalation of potential Critical Failures as defined in Escalation Management. Governance over CQM processes in region Governance of global processes and establishment of additional local processes or work instructions as needed. Intervention and if necessary escalation when processes are not being followed. Quality in Sales Projects Ensure that quality standards are met in local sales projects via the country CQMs. Establishments of quality risk assessments for sales projects involving non-standard or local-to-local business and project material release. Product compliance. Support of local supplier audits if needed. Qualifications Job Requirements: Education and Experience Minimum B.A. or B.S., preferably in a science, technology, or lighting-related field Minimum of 10 years experience in Quality Engineering and Project Management Personal Skills and Attributes Excellence in written and oral communication Proficiency in basic
programs such as PowerPoint, Word, and Excel Customer-focused with reputation for quick response time Negotiating skills, acknowledged by others Excellence in consensus building on technical and policy positions Strategic thinking Team building Willing and able to pursue and assume industry leadership positions Willing to travel internationally one week per month Osram Sylvania offers highly competitive salaries, comprehensive benefits that include a 401K match, wellness programs and tuition reimbursement. We have a business casual environment. We value top performance and have a wide array of recognition programs in support of individual and team achievement. If you are thinking about an exciting change and challenge this is the place to be! OSRAM SYLVANIA wishes to deal directly with our best and brightest candidates. We do not work with third party recruiters. We are an Equal Opportunity Employer and encourage all candidates to apply directly to our site. MYK62683JR

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