What are the responsibilities and job description for the Global Customer Quality Manager position at Vertiv?
Position Summary
JOB DESCRIPTION
The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines
Responsibilities
Customer Issue Management
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.
JOB DESCRIPTION
The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines
Responsibilities
Customer Issue Management
- Serve as the primary global interface for customer quality issues and escalations
- Ensure rapid containment, clear communication, and timely resolution of all customer complaints
- Lead customer reviews, reporting, and executive-level updates on issue status
- Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies
- Ensure quality of root cause, corrective actions, and verification of effectiveness
- Drive standardization of problem-solving across all plants and regions
- Lead structured read-across process to prevent recurrence across similar products, processes, and locations
- Ensure actions are deployed, validated, and sustained globally
- Identify systemic risks and proactively eliminate them
- Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams
- Ensure alignment between customer issues and internal corrective actions
- Drive accountability across regions and functions
- Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing
- Identify trends and drive proactive improvements
- Support digital dashboards and real-time visibility (QMS / BI tools)
- Build strong relationships with key customers
- Represent the organization in audits, reviews, and escalation meetings
- Drive customer confidence through transparency and execution
- 7 years in Quality, Manufacturing, or Customer Quality roles
- Experience managing global customer accounts and escalations
- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
- Experience in automotive, industrial, or data center manufacturing environments
- Proven ability to lead cross-functional teams in high-pressure situations
- Strong communication skills with ability to interface at executive levels
- 7 years in Quality, Manufacturing, or Customer Quality roles
- Experience managing global customer accounts and escalations
- Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)
- Experience in automotive, industrial, or data center manufacturing environments
- Proven ability to lead cross-functional teams in high-pressure situations
- Strong communication skills with ability to interface at executive levels
- No Special Physical Requirements
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.