Global Customer Quality Manager

POSITION SUMMARY

The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines

RESPONSIBILITIES

Customer Issue Management

Serve as the primary global interface for customer quality issues and escalations

Ensure rapid containment, clear communication, and timely resolution of all customer complaints

Lead customer reviews, reporting, and executive-level updates on issue status

Problem Solving & 8D Leadership

Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies

Ensure quality of root cause, corrective actions, and verification of effectiveness

Drive standardization of problem-solving across all plants and regions

Global Read-Across Deployment

Lead structured read-across process to prevent recurrence across similar products, processes, and locations

Ensure actions are deployed, validated, and sustained globally

Identify systemic risks and proactively eliminate them

Cross-Functional Coordination

Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams

Ensure alignment between customer issues and internal corrective actions

Drive accountability across regions and functions

Performance Monitoring & Reporting

Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing

Identify trends and drive proactive improvements

Support digital dashboards and real-time visibility (QMS / BI tools)

Customer Relationship Management

Build strong relationships with key customers

Represent the organization in audits, reviews, and escalation meetings

Drive customer confidence through transparency and execution

QUALIFICATIONS

7+ years in Quality, Manufacturing, or Customer Quality roles

Experience managing global customer accounts and escalations

Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

Experience in automotive, industrial, or data center manufacturing environments

Proven ability to lead cross-functional teams in high-pressure situations

Strong communication skills with ability to interface at executive levels

EDUCATION AND CERTIFICATIONS

7+ years in Quality, Manufacturing, or Customer Quality roles

Experience managing global customer accounts and escalations

Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

Experience in automotive, industrial, or data center manufacturing environments

Proven ability to lead cross-functional teams in high-pressure situations

Strong communication skills with ability to interface at executive levels

OUR CORE PRINCIPALS : Safety . Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• High-Performance Culture• Customer Focus

• Operational Excellence

• Innovation

• Financial Strength

VERTIV BEHAVIORS

Own it

Act with urgency

Foster a customer-first mindset

Think big and execute

Lead by example

Drive continuous improvement

Learn and seek out development

Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

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