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Director, Customer Quality Leader
2 months ago
Job Summary:
The Director, Customer Quality Leader will lead the global customer quality functions, including Customer Defect Tracking & Resolution and Complaints Teams. This role is part of the Quality Assurance & Regulatory Affairs organization and will be located at our Concord office.
Key Responsibilities:
- Lead the Global Customer Quality functions by utilizing the Danaher Business System (DBS) and Danaher Reliability System processes to drive continuous improvement of the external Quality Core Value Drivers.
- Manage the customer Quality Agreement processes supporting commercial sales, including timely notifications of design changes.
- Direct, coordinate, and execute field action processes, globally, including tracking and verification of effectiveness, collaborating with regional teams as needed.
- Leverage DBS and QARA Portfolio Management to drive standardization, simplification, and optimization in QARA and related business processes with the DBS Leader and cross-functional teams.
- Lead the Leadership Focus on Reliability program to support maturity of the five pillars to improve the customer experience and provide influential guidance to organizational leaders on process improvement.
- Actively participate in the development and execution of strategic initiatives, kaizen events, and operational leadership meetings to support the Quality Assurance & Regulatory Affairs team and perform other duties as assigned, including special projects.
- Collaborate cross-functionally to drive continuous improvement in customer satisfaction through design assurance, supplier quality improvement, manufacturing process controls, and service activities.
Requirements:
- Bachelor of Science degree in a relevant scientific discipline.
- Prefer 10+ years of experience in quality and compliance and prefer 5+ years of experience building and leading teams.
- Knowledge of ISO 9001, ISO 13485, and US FDA 21 CFR Part 820 Quality Systems regulations.
- Excellent analytical and problem-solving skills with the ability to effectively communicate complex ideas and data to influence executive leadership.
- Exceptional time management and organizational skills.
- Experience with mass spectrometry, liquid chromatography, and capillary electrophoresis preferred.
Travel, Motor Vehicle Record & Physical/Environment Requirements:
- Ability to travel up to 15% to SCIEX and Danaher locations and customer sites.
Preferred Qualifications:
- Working knowledge of statistical analysis application for data modeling.
- Project management or program management preferred.
