Senior Director - Customer Quality

ABOUT ADVANCED ENERGY

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

POSITION SUMMARY:

Responsible for oversight of all Customer Quality Globally, coordinating responses related to customer quality issues and the implementation of operating practices and programs dealing with customer satisfaction and retention (e.g., new product introduction (NPI) quality, supplier corrective action requests (SCARs), escalations, etc.). Responsible for overseeing the Customer Quality team’s resolution of matters related to quality and reliability of product, internal processes and procedures that impact overall customer satisfaction. Will oversee and be responsible for customer negotiations on business-critical issues by coordinating input from Customer Quality team, and cross-functional groups and has the responsibility and authority to deviate or proceed with actions related to overall customer and business unit (BU) satisfaction.

RESPONSIBILITIES:

• Leads, directs, and manages all Customer Quality Management team activities globally, to develop strategies for meeting customer’s requirements in all quality areas that also serve the BU’s business needs.

• Properly manages programs, groups and product teams related to workload in relation to meeting corporate customer quality business objectives and customer expectations.

• Oversees the relationship between customer’s Quality, Engineering and Production groups and AE’s Engineering, Sales, Marketing, Service, Quality and Operations functions to resolve equipment reliability and performance issues.

• Program manages the technical strategies necessary to address critical customer problems ranging from NPI, field escalations, or factory product issues, as needed.

• Establishes team objectives and assignments as well as manages the reporting system for the team and top level key performance indicators (KPIs) on critical customer problems relating to all BUs and customers.

• Interacts with major customers and involves controversial situations, minor customer negotiations, or influencing and persuading other senior level managers.

• Trains, coaches, assesses, and mentors team and peers with relation to failure analysis reports, data analysis (quality metrics), corrective action, root cause analysis, eight disciplines / corrective action preventive action (8D / CAPA), and quality performance reports.

WORK ENVIRONMENT:

• Standard office environment, noisy and busy manufacturing areas / labs, and clean-room environment.

• AE is a highly dynamic, technically challenging, and fast-paced manufacturing workplace.

• Must be able to travel up to 25-30% of the time. Travel may require visits to interact with customers.

QUALIFICATIONS:

• Ability to communicate effectively and professionally with a variety of internal and external customers.

• Ability to influence and build customer trust.

• Requires the use of independent judgement, responsible actions, and professionalism in all customer dealings.

• Ability to construct cross-functional project teams and complete programs on schedule.

• Ability to balance the requirements of performance, cost, and manufacturability.

• Ability to solve complex technical problems.

• Ability to manage multiple projects at one time.

• Excellent verbal and written communication and interpersonal skills.

• Proven ability to successfully manage teams through coaching and development.

• Strong computer skills, including experience with all Microsoft Office products, SAP - Enterprise Requirements Planning (ERP), and Customer Relationship Management (CRM) – SalesForceDotCom (SFDC).

EXPERIENCE:

• Ten + years of experience in technical or quality management, specifically in interfacing with Customers (Tier 1 or 2).

• Experienced with working in a faced paced, high mix low volume manufacturing environment.

• Experienced in semiconductor industry or working with semiconductor customers .

• Experienced in collaborating with a global team.

• Experience in design, manufacturing, and troubleshooting of high-power RF or DC generators used in plasma processing applications.

• Experienced with NPI or New Product Development launches.

• Experienced with Customer Quality or manufacturing management.

• Experienced working with field service teams.

• Knowledgeable of SPC, Variation Control, and MSA or GR&R techniques.

• Ability to utilize quality / lean tools in analyzing, solving, and discussing problems—e.g., histograms, run charts, control charts, pareto charts, etc.

• Understanding of ISO 9001 quality systems and copy exactly requirements.

EDUCATION:

• Bachelors degree in Engineering / Science

• Advanced Degree in Engineering / Science - desired

• MBA - desired

COMPENSATION:

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $200,000 to $240,000 per year.

BENEFITS:

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan. 

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are available to choose from

• Short and long-term disability and life insurance

• Health savings and flexible spending accounts

• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays

• 8 hours of paid volunteer time off

• 8 weeks of paid parental leave for both Moms and Dads

• Company matched 401(k)

• Tuition reimbursement

• Expanded mental health coverage and employee assistance programs  

• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance

Advanced Energy is committed to diversity in its workforce including Equal Opportunity Employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status.

Advanced Energy is also committed to providing reasonable accommodations in our job application process/procedures for qualified individuals with disabilities. If you require assistance in completing an Advanced Energy application, please reach out to HumanResources@aei.com

Applications will be accepted through 12/31/24 unless the position is filled prior to this date. The company reserves the right to review applications at any point after they are submitted.