EMEA Customer Quality Manager

EnerSys is the global leader in stored energy solutions for industrial applications. We have over thirty manufacturing and assembly plants worldwide servicing over 10,000 customers in more than 100 countries. Worldwide headquarters are located in Reading, PA, USA with regional headquarters in Europe and Asia. We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of battery experience, EnerSys is the power/full solution for stored DC power products. 

Essential Duties and Responsibilities

• Manage Customer relationship as Key Customer Quality Account manager at regional level, with connected central global team
• Drive preparation of high-level meetings or initiatives with Customer, with coordination of all functions and plants involved
• Evaluate risks and related potential costs, including service or recall campaigns, defining warranty accruals in conjunction with Finance
• Monitor customer quality performance as demonstrated by warranty claims or customer rejections (0-km) and initiate investigations accordingly. Contact or visit customers directly to obtain any necessary information. Make daily decisions based on data provided or investigations if a claim will be warranted or denied.

Key Activities

• REPORTING – Monitor customer portals and analyze warranty claim database to compile reports and keep track of customer quality trending.
• CHANGE MANAGEMENT – Work directly with Factory teams to implement process or product changes in order to prevent recurrence of customer defects. Coordinate proper communication with customers in case of major product/process changes and/or claims.
• PRODUCT TESTING AND EVALUATION – As deemed necessary, the Customer Quality Manager may visit customer sites to review system settings, installation, procedures, etc. Also, he/she will determine which product(s) to send back to factory for further testing or analysis. Support the Factory & Engineering teams during battery’s teardown analysis.
• QUALITY COST INFORMATION – Provide accurate cost of quality information on a monthly, quarterly and yearly basis. Monitors and tracks all associated losses related to warranty and customer quality.
• AUDITS – Support regional QMS & Customer audits based on IATF 16949 or specific customers’ requirements.
• CONTINUOUS IMPROVEMENT – support the deployment of continuous improvement tools

Qualifications

• Engineering degree (Manufacturing, Industrial, or Mechanical) and/or equivalent experience.
• Minimum of 8 years’ leadership experience in Warranty, Customer or Manufacturing Quality (OEM or Tier 1 Automotive experience preferable)
• Experience dealing with German Automotive OEM’s (Daimler, Volkswagen, Audi, ….) will be considered as a plus.
• Extensive manufacturing and/or supplier quality experience. Battery knowledge will be preferable.
• Green/Black belt 6 sigma or equivalent
• Self-driven and results oriented
• Able to develop a positive cross functional team environment driven by solid problem-solving skills.
• Demonstrate effective utilization of computer skills (Word, Excel, PowerPoint, or equivalent)
• Very effective oral and written communication skills (Mandatory: fluent in English and German)

EnerSys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. EEO/Minority/Female/Vets/Disabled