Customer Quality Manager

7 months ago

Shanghai, China Entegris Full time
Job Description:

Job Overview: Customer Quality Manager (General) 

 

The Customer Quality Engineering (CQE) role is dynamic and cross-functional. CQE’s interact at multiple levels and with multiple contact points within the Customer, Entegris and Supplier organizations.  

Entegris is currently seeking to expand China Customer Quality Organization with a Manager position that is focused on Entegris’ Key Semiconductor customers.  

 

This role is high impact, high output and high visibility that requires a calm-assertive demeanor and capability to manage multiple ever-changing priorities. Within this role, the PACE value competencies are regularly required for success: 

 

  • People & Teamwork | Accountability, Integrity & Trust | Creativity & Innovation |Dedication to Excellence  

  • Support assigned accounts with focus on complaints, change management, requests and projects 

  • Become knowledgeable to the appropriate level in customer requirements and processes 

  • Become knowledgeable to the appropriate level in Entegris requirements and processes 

Engage as guided with customers, sales teams and factory/product/supply chain/quality teams. 

Be part of a global team that is designed to improve success of Entegris with our customers. 

 

 

Job Description: Customer Quality Manager (General) 

 

In this role you will: 

  • Work closely with the Regional CQE Director to provide centralized leadership, guidance and continuity with your regional CQE team internally and externally.  

  • Environment is cross-functional with tendency to be complicated, ambiguous and high-intensity due to supporting the most advanced customers and the most advanced Entegris products.  

  • Ownership of CQE OPEX and Annual Operating Plan (AOP) within your region / territory. 

  • Engagement with customers and internal teams at the working level to the executive level on Audits, Escalation Management & Problem Solving, Project Development, Product Support and Development Programs as well as many other cross-functional tasks and projects that are aligned with Entegris and Customer goals.  

  • Backfill front-line CQE as needed for escalations, vacations and leave of absence.  

  • Manage your regions CQE tracking and reporting responsibilities and methodologies that relate to internal and external performance indicators and metrics.  

  • Maintain and administer the customer quality owned controlled documents for assigned key customers (these documents are direct from customers or provide custom guidance and instruction on how Entegris needs to operate and engage with key customers) 

  • Demonstrate excellence in problem solving, planning, execution, discipline, learning, leadership and teamwork (exemplify Entegris PACE values) 

 

Traits we believe make a strong candidate: 

  • Bachelor of Science Degree in Mechanical, Chemical, Materials or Electric/Electronic Engineering with related technical field experience is preferred 

  • Proven experience ~ 5 years in a management role (customer quality, field service, applications/process engineering or product support), in the semiconductor industry.  

  • Proven experience with applicable quality tools such as pareto & product performance management, FMEA’s, SPC/SQC, histograms, trend analysis, process mapping, design of experiments, cause and effect diagrams, 8D problem solving methodology 

  • Proven experience managing a geographically dispersed team of customer facing engineers as well as remotely collaborating with colleagues, management, customers and suppliers in virtual meetings is crucial.  

  • Experience with auditing against Quality Operating Systems standards is beneficial. Includes single process, product line, factory, company levels.  

  • Experience with new product introductions, new fab/factory startups, process/product/factory ramp to HVM is very beneficial.  

  • Proven experience, aptitude and desire to provide leadership and develop solutions for complex and ambiguous situations related to product performance and customer requirements.  

  • Ability to travel up to 50% domestic and international for internal and external engagements is expected in a post-COVID era. Entegris and the key customers that this position will serve have a large footprint across North America, Asia and EMEA. 

 

Your success will be measured by: 

  • The Customer Quality Engineering team performance is measured by both quantitative and qualitative means that include both Customer and Entegris KPI’s that require CQE support and oversight as well as subjective interpersonal ratings from customers and internal stakeholders that are vital to the overall success of the CQE role.  

  • Emphasis on the PACE values of teamwork, accountability, creativity and innovation and dedication to excellence. 

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