Total Customer Satisfaction and Quality Manager

**Title**:
**Total Customer Satisfaction & Quality Manager**

**Department**:
**Quality**

**Position Summary**: The Regional Total Customer Satisfaction & Quality Manager is responsible for ensuring compliance of customer requirements by managing quality policies, standards, procedures, in manufacturing operations while driving and facilitating continuous improvement.

**Responsibilities**:

- Build and sustain strong relationships with key decision makers in the customer’s supplier quality organization
- Enable a relationship of trust and partnership with customers, plants and other support functions through quality excellence and a passion for outstanding customer service
- Advise top management in relation to strategic decisions regarding timely and effective communication on customer feedback, priorities and issues
- Lead and optimize team performance by ensuring their understanding and use of quality tools and methods, customer metrics, and Faurecia Excellence Systems
- Establish individual yearly objectives to the assigned personnel and keep track of their performance achievement
- Maintain periodical reporting of KPI’s to the Business Group organization
- Performs root-cause analysis and other problem-solving activities to identify effective corrective actions and process improvements
- Develop a mindset of risk management and prevention in the plant (FMEA, control plan, contingency plan, etc.)
- Evaluate and consolidate plant quality performance of the region (Quality, Non-Quality Cost, TCS Index, Warranty, and Customer Complaints)
- Enforce the record retention related to production quality data in serial life
- Ensure the effectiveness of Quality fundamentals (IATF 16949, FES, 8 Quality Basics) activities and records through coaching, auditing, and training of the Plant team to meet Customer expectations
- Develop and communicate routine status reports to management as needed
- He/She is the voice of the customer inside the plant, but he/she represents Faurecia while visiting the customer
- Act as single point of contact for customer to implement their requirements across all plants
- Propose continuous improvement ideas in business efficiency and cost reduction
- Capitalizes on knowledge and shares best practices / lessons learned across organization and within the site
- Commitment to the hightest ethical standards and adherence to:

- Faurecia Group Code of Ethics
- Faurecia Group Code of Management
- Faurecia Group Environmental Policy
- Faurecia Group Quality Policy
- All other duties as assigned by the company

**QUALIFICATION AND EXPERIENCE**

Knowledge / Skills:

- Well versed in all automotive quality standards and methods:

- Quality audit requirements (ISO-9001, IATF-16949, VDA 6.3)
- APQP, PPAP, FMEA, MSA, SPC, etc.
- OEM specific quality requirements
- OEM product integrity specifications requirements
- Company’s products and technologies
- Faurecia Management System and Quality Basics
- Autonomy and Leadership mindset
- Capability to build and manage network
- Build close relationship with Site Plant Managers.
- Best practice sharing and improvement mindset
- Results oriented with strong written and oral communications skills
- Ability to work in a matrix organization
- Fluent in English

Education / Experience:

- Bachelor's degree
- 6-8 years of proven Quality and Production function experience in the Automotive industry
- Minimum of 3-5 years’ experience at Senior Management Level is mandatory.
- Experience within the Global Automotive Industry.
- Demonstrated experience in managing teams across multiple sites.