Customer Quality Specialist

Job Summary:

The Customer Quality Specialist will support the business to advocate for internal and external customers in resolving the most complex product quality, supply chain quality and process quality related issues.

Key Responsibilities:

• Develops understanding of customer expectations and requirements for quality. 
• Leads the implementation and closes action plans for customer quality issues including product, supply chain or process related. 
• Uses Customer Centric metrics to prioritize customer quality issues. 
• Develops and maintains external relationships and supports developing key quality communications, in some cases communicates externally. 
• Contributes to process improvement efforts. 
• Identifies problems, prioritizes actions, leads, or participates in Six Sigma projects/continuous improvement. 
• Supports the vision and strategy for the Customer Quality organization, including definition and meeting key performance metrics and goal tree initiatives.

• Japan local quality activity lead with an administrator and a mechanic. 3rd party may be involved with the arrangement by an administrator or a mechanic
• Pilot failure inspection
• Create Step 1 report for complicated cases
• Prepare Local repair instructions communicating with oversea teams
• Main customer communications
• Customer meetings, Internal meetings with US and/or China. 
• Stakeholder management. 
• 7 Step follow up. 
• Assembly plants inspection to meet Japan quality standards. 
• Products, aftertreatment systems, subsystems and/or components for several diesel engines.

Competencies: 

• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear.
• Advanced Product Quality Planning - Leads the technical quality planning and ensures customer satisfaction through structured and measurable processes as defined by industry standard.
• Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
• Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a “project”). Ensures results/impact from temporary effort are fully realized as possible.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
• Drives vision and purpose - Painting a compelling picture of the vision and strategy that motivates others to action.
• Quality Influence - Ability to recognize stakeholders, create a forum to professionally extract stakeholder perspectives, drive and engage in constructive conflict, and to influence outcomes in order to ensure Cummins makes a balanced decision inclusive of Quality priorities.
• Quality 4.0 - Leverages cloud-based systems and digitization to drive improved quality outcomes. Knowledge and application of Quality 4.0 (Q4.0) and digitization of quality management. Examples of Q4.0 are cloud native software applications, digital twin, simulation, adaptive intelligence and connected systems. 

Education, Licenses, Certifications: 

• College, university, or equivalent degree required, Engineering or a related technical or scientific subject preferred. Green Belt Certification preferred. 
• This position may require licensing for compliance with export controls or sanctions regulations. 

Experience: 

• Minimum of 2 years of relevant experience.