Customer Product Quality Manager

Lead the customer-facing product quality function for the San Antonio factory. Connect customer experience field performance warranty plant quality engineering service and supplier quality data to prevent recurrence reduce external defects and cost and strengthen product reliability. Lead high-visibility escalations with urgency while building sustainable systems that improve how the organization identifies raises solves and learns from quality issues.

• Own the quality response for customer complaints Customer Escapes field failures and critical product concerns from initial notification through verified closure.
• Lead immediate risk assessment and containment across finished goods work in process feeder plants suppliers distribution points and customer sites as applicable.
• Coordinate certified product release inspection or rework plans replacement-part activity and customer recovery actions with Operations Service Engineering Supply Chain and account teams.
• Provide concise fact-based updates that distinguish confirmed facts open risks interim containment permanent corrective action owners and due dates.

• Lead structured problem solving using 8D 5 Why Fishbone A3 DMAIC fault-tree analysis and other fit-for-purpose methods.
• Ensure root cause is supported by evidence corrective actions address systemic causes effectiveness is verified and lessons learned are deployed across products and manufacturing sites.
• Convert field and warranty issues into updates to design standards DFMEA and PFMEA control plans inspection and test requirements work instructions training and preventive maintenance where applicable.
• Escalate stalled or ineffective corrective actions and facilitate cross-functional decision making to protect the customer.

• Analyze customer complaint warranty service return-part EPPM Customer Escapes defect reliability and Cost of Poor Quality data to identify priorities and emerging risks.
• Establish leading and lagging indicators maintain data integrity and publish actionable dashboards and management reviews.
• Use Pareto trend segmentation recurrence severity age and exposure analysis to focus resources on the highest customer and business risks.
• Partner with Finance and Service to validate warranty impact quantify improvement opportunities and track realized results.

• Represent customer and product quality requirements in new product introduction production readiness assessments design reviews validation builds Engineering Change Notices and launch readiness decisions.
• Ensure customer-specific and critical-to-quality requirements are translated into measurable manufacturing and test controls.
• Confirm that APQP deliverables PFMEA control plans MSA capability evidence PPAP or equivalent approvals and traceability are complete and effective before release.
• Identify legacy issues and lessons learned that must be addressed before introducing new or changed products.

• Act as the primary quality integrator among the factory Engineering Service Warranty Sales or Account Management Program Management Supplier Quality and Global Quality.
• Lead and facilitate customer factory visits in collaboration with the Global Customer Excellence & Quality Managers coordinating visit objectives agendas plant readiness cross-functional participation issue follow-up and customer communications.
• Participate in customer calls site visits and executive reviews; communicate clearly professionally and with appropriate urgency.
• Build effective feedback loops with field technicians and service teams so product and process decisions reflect actual customer experience.
• Coach teams on customer-focused problem solving quality fundamentals escalation discipline and evidence-based decision making.

• Ensure customer quality records issue-tracking systems approvals evidence and closure documentation meet Quality Management System and audit requirements.
• Define standard work and governance for intake triage severity containment root-cause analysis corrective action effectiveness verification closure and horizontal deployment.
• Prepare regular portfolio reviews of open customer issues aging risk recurring failures corrective-action health and business impact.
• Promote a proactive quality culture focused on prevention transparency accountability and Zero Defects.

• Bachelors degree in Engineering Quality Manufacturing or a related technical discipline.
• At least 5 years of progressive experience in manufacturing product customer or field quality including leadership of complex corrective actions and cross-functional teams.
• Practical knowledge of ISO 9001 Quality Management Systems and core quality tools including APQP PPAP DFMEA or PFMEA Control Plans MSA SPC and 8D.
• Demonstrated ability to analyze technical and operational data and convert findings into prioritized actions and measurable results.
• Experience communicating with customers and senior leaders during high-visibility quality concerns.
• Ability to read engineering drawings specifications test requirements and manufacturing documentation.
• Strong written and verbal communication facilitation influencing and executive presentation skills.
• Ability to work on site in a manufacturing environment and travel periodically to customer supplier service or company locations.

• Experience with HVAC chillers complex electro-mechanical equipment engineered-to-order products or similarly complex industrial manufacturing.
• Experience with warranty analytics returned-part analysis field service reliability or customer quality systems.
• Working knowledge of Power BI for data analytics and visualization and Minitab or an equivalent statistical analysis tool for Statistical Process Control (SPC).
• ASQ CQE CQA or CMQ/OE; Six Sigma Green Belt or Black Belt; or ISO 9001 Lead Auditor certification.
• Bilingual proficiency in English and Spanish is desirable.

Hiring Salary Range

$112100.00 - 187100.00 USD Annual (Salary to be determined by the education experience knowledge skills and abilities of the applicant internal equity location and alignment with market data.)This position includes a competitive benefits package. For details please visit the About Us tab on the Johnson Controls Careers site at Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status genetic information sexual orientation gender identity status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit here.