Customer Quality Manager

Customer Quality Manager

Grade:

9

Degree:

Bachelor degree or above

Work Experience:

10-15 years, 16+ years

Travel:

30%

Introduction

The CS Quality and Excellence of China region is part of the Customer Support organization. The strategy of CS Quality and Excellence is 3-fold:

• Challenge : Improve and drive Quality within ASML, in region and headquarters.
• Collaboration: Accelerate cross-sector quality collaboration. Strengthen our quality processes and adherence for Install base and early PGP.
• Care: Become customer-centric by bringing the voice of the customers into ASML. Embed an interdependent quality mindset at ASML

In CS Quality and Excellence, the Customer Quality team is responsible for bringing the voice of the customer on Quality to ASML and for securing the right follow-up. To enable this, the Customer Quality team consists of a network of Customer Quality Managers (CQM’s) located near our key customers in charge of following up on major Quality Issues (e.g. via Customer Quality notification) and closely engaging all stakeholder to meet customer quality expectations.

 Position in the organization

• Reports hierarchically to Customer Quality Regional Manager of China
• Based in Shenzhen and other major ASML sites in China

 Job mission

• Ensure ASML continuous quality improvement meets customer expectations
• Drive for customer satisfaction and build customer trust on quality.

Job Description

• Interface with China region customers on all quality aspects and support & manage customer expectations on quality complaints and roadmaps
• Setup and maintain Customer Quality Dashboard:
  • Align with Customer on Customer Quality Indicators
  • Secure engagement from ASML sectors
  • Drive quality performance to agreed targets
• Manage Customer Quality Notifications:
  • Local intake & filtering
  • Manage close follow-up through Central Customer Quality Care team
  • Manage timely and good quality closure of CQN with customer, including preventive actions.
• Manage Customer audits
  • Align with Customer on audit agenda
  • Work with GQ/QE audit team on follow-up
• Assess and improve quality processes
  • Assist regional management by proposing process improvements and participate in deployment of new and improved processes
  • Assist regional management by initiating, driving and tracking of improvements on the execution of critical processes
  • Drive resolution of structural quality issues within our corporate programs, e.g. DOA, DOI, Known issue update…
• Be the voice of the Customer on Quality towards ASML organization
• Be the Quality Ambassador within ASML

Educational Level

• Bachelor degree or above

Experience

• Experience in the semiconductor business
• Experience in Professional Field Service Operations
• Experience in Quality management  systems and methodologies within a high tech business to business environment. Black belt is a plus.

Personal Skills

• Strong customer oriented attitude and customer interfacing skills
• KPI oriented and able to drive team’s performance
• Strong communication skills in both Chinese and English
• Strong influencing skills to engage all relevant internal and external stakeholders
• Able to analyze and draw conclusions from data or report information
• Business acumen to escalate critical quality issues for correction
• Excellent coordination capability to manage simultaneous issues from different customer sites
• Track record in process improvement/optimization
• Hands-on in problem solving
• Analytical thinking skills
• Team player, one team one goal

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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