Quality Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

A Customer Quality role focuses on ensuring products or services meet customer expectations and requirements, ultimately driving customer satisfaction and loyalty. This involves managing customer complaints, conducting root cause analysis, implementing corrective actions, and maintaining quality documentation. 

Here's a more detailed breakdown of the responsibilities and key aspects of a Customer Quality job description:

Key Responsibilities:

• Customer Relationship Management:

Serving as the primary point of contact for customer quality concerns, communicating with customers about quality issues, and building strong relationships. 

• Complaint Management:

Investigating and resolving customer complaints, conducting root cause analysis using methodologies like 8D, 5-Why, or Ishikawa diagrams. 

• Quality Assurance:

Ensuring products or services meet established quality standards and customer specifications. 

• Process Improvement:

Identifying and implementing process improvements to enhance product quality, reduce defects, and improve customer satisfaction. 

• Documentation:

Creating and maintaining accurate quality documentation, including reports, metrics, and records of customer interactions. 

• Collaboration:

Working with various internal teams (e.g., engineering, manufacturing, supply chain) to resolve quality issues and implement corrective actions. 

• Quality Audits:

Participating in or leading quality audits to assess adherence to standards and identify areas for improvement. 

Essential Skills and Qualifications:

• Technical Skills:

Strong understanding of quality management systems (ISO standards), statistical analysis, and problem-solving methodologies. 

• Communication Skills:

Excellent written and verbal communication skills for interacting with customers and internal teams. 

• Analytical Skills:

Ability to analyze data, identify root causes, and develop effective solutions. 

• Problem-Solving Skills:

Proven ability to resolve complex quality issues and implement corrective actions. 

• Experience:

Relevant experience in quality assurance, preferably in a manufacturing or regulated industry. 

In essence, a Customer Quality role is crucial for maintaining a positive customer experience and building long-term customer relationships by ensuring that products or services meet their needs and expectations. 

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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