Director, Customer Quality Leader

1 week ago

Concord, Ontario, Canada Danaher Full time

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.

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