What you will do

Customer Quality leader drive the problem solving about customer issue including installations, service, design, supplier and manufacture, by coordinating JCI resources to deliver a positive customer experience.

The scope of this role is APAC

How you will do it

• Work with the Customer Excellence & Global Quality Director and other Customer Excellence & Quality Engineers to build and manage the processes to drive improved customer experience. This includes the adherence to global processes, tools and communications mechanisms to ensure timely and accurate visibility of opportunities and issues driving to quick action and results.
• Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements.
• Oversee the communication to the customer and resolve escalations when non-conformances are found at the customer in a timely and cost-efficient manner.
• Develop and implement customer quality scorecard / KPIs to drive performance baselining and improvement on an ongoing basis.
• Actively engage with your leadership and the broader organization to support a customer-focused culture.
• Account executive relationship management – Responsible for weekly updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards a world-class organization.
• Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance.
• Responsible for sharing Customer Quality and PMO best practices. Drive the use of best practices and apply lessons learned.
• Engage globally with the ability to understand and work effectively in a culturally diverse organization.

What we look for

• Bachelor’s degree in Engineering or equivalent and additional experiences in supply chain, business or related discipline
• Professional experiences with 10+ years quality, operations, supplier management, business optimization and project management, at least 3 years in customer quality.
• Have 3~5 years team management experience;
• Candidate must have strong System engineering knowledge.
• Strong Project management skills
• Strong communications skills, with reporting KPI tracking expertise
• Strong problem-solving skills
• Have a solid understanding of product portfolio and systems
• Experience overseeing a large quality organization, in cross functional working environment building trust and rapport and motivating the team.
• Excellent people skills with ability to develop and maintain professional relationships across a matrix, multi-cultural organization to collaborate for results
• Strong team player, embracing our global, matrix structure. Ability to influence across a matrix organization through partnering and collaboration fostering strong relationships
• Must be able to build relationships at all levels.
• Candidate must be innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can deal with adverse situations
• Candidate must exhibit a high level of self-motivation, sense of urgency, and assertiveness with the ability to make important decisions with minimal supervision.
• Strong verbal & written English & Chinese/Mandarin language skills, Strong capability with standard MS in MS Suite/Office
• Ability to travel, 50%