What are the responsibilities and job description for the Global Customer Quality Manager position at Vertiv?
POSITION SUMMARY
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
Problem Solving & 8D Leadership
- 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
Global Read-Across Deployment
- 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
Cross-Functional Coordination
- 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
Performance Monitoring & Reporting
- 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)
Customer Relationship Management
- Build strong relationships with key customers
- Represent the organization in audits, reviews, and escalation meetings
- Drive customer confidence through transparency and execution
QUALIFICATIONS
- 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
EDUCATION AND CERTIFICATIONS
- 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
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV BEHAVIORS
- Own it
- Act with urgency
- Foster a customer-first mindset
- Think big and execute
- Lead by example
- Drive continuous improvement
- Learn and seek out development
- Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
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
Vertiv is an Equal Opportunity/Affirmative Action 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com.
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