Customer Quality Manager

About this role

R10097857 Customer Quality Manager (Open)

 Location: Boise, ID - Federal Way - Carrier gases - On-site - Micron TritonDallas, TX - LBJ Office - Safety & quality, Hillsboro, OR (Office) - Sales - Beaverton

 Air Liquide Electronics innovative electronic materials respond to increasingly challenging customer demands for improved mobility, connectivity, computing power and energy consumption. We offer ultra pure carrier gases, a wide range of specialty gases and advanced precursor molecules, enabling equipment for safe distribution, purification and on-line purity control. On site, manufacturers rely on our expertise in providing full management of these gases, advanced molecules and equipment and in helping to continuously improve production processes.

How will you CONTRIBUTE and GROW?

We are committed to building a diverse and inclusive workplace that embraces the unique perspectives of our employees, our customers, patients, community stakeholders, and cultures across the world. We believe that a variety of backgrounds makes our team stronger and more innovative. At Air Liquide, we RESPECT , HONOR and VALUE diversity.

Air Liquide is Hiring for a Customer Quality Manager in Boise, ID, Hillsboro, OR or Dallas, TX !

We are looking for you !

• Pay: $125,000.00 - $135,000.00 per year

• Comprehensive Family Benefits: Air Liquide offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

• Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.

• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

• Early Access: Your benefits start day 1.

The Customer Quality Manager is dedicated to fostering excellent customer satisfaction and quality integrity by improving overall quality, cost efficiency, and productivity. This strategic partner serves as a collaborative bridge between customer requirements and internal operational execution. The CQM's mission is to partner across teams to uphold all products and services so they consistently meet and thoughtfully elevate both customer expectations and predefined quality standards. Furthermore, this position cultivates continuous process improvement initiatives to ultimately enhance customer satisfaction and maintain regulatory compliance.

Responsibilities • Shape and sustain customer roadmaps using inputs from operations, account managers, and quality.

• Discover and help implement Customer-specific requirements throughout the organization.

• Foster awareness of the customer Supplier Quality Review Board requirements throughout the organization and support gap analysis.

• Collect and analyze customer scorecards and other relevant quality KPIs and support performance development plans.

• Partner with the Supplier Quality Representative to understand and incorporate customer(s) expectations related to suppliers, where appropriate.

• Partner on other related customer-facing activities such as customer audits, complaint investigations, supplier quality issue review and response, and electronic Certificates of Analysis (eCoA) processes.

• Collaborate with internal teams to understand stakeholder and customer quality requirements.

• Support audit preparation, execution, and follow-up, ensuring shared accountability for action item closure.

• Record results in Air Liquide’s system of record (Intelex).

• Facilitate customer/supplier quality issues (SQNs, 8D) to foster reliable, timely customer responses.

• Nurture root cause analysis (including supplier events) for Customer Quality issues.

• Collaborate with process owners to implement corrective/preventive actions based on findings.

• Communicate containment, investigation, and action plan results to stakeholders.

• Maintain Customer Quality Event records in Air Liquide’s system of record (Intelex) and provide responses via customer templates.

• Foster understanding with customers, suppliers, and senior management on quality issues.

• Cultivate alignment with customer PCN specifications.

• Collaborate on communicating PCNs to customers, update internal systems, involve customers in MOC as needed, ensure no unauthorized changes, prepare PCN packages, update Intelex with approval, and communicate requirements to relevant suppliers.

• Partner in Statistical Process Control (SPC)/Statistical Quality Control (SQC), including pioneering standard data analysis/statistical control approaches.

• Coordinate data insights for customer trend reviews, collaborate with the PCS owner on customer-specific STC/trend rules, notify of trends, assist with acceptance criteria (CPk, CPu), identify critical-to-quality items, and support Statistical Test Notifications (STN) / Out of Control (OOC) concessions.

• Provide customer-specific BCP requirements to the Business Risk Analysis team, communicate inability to meet requirements, and document BCP evaluations/customer responses.

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Are you a MATCH?

Required Qualifications • Bachelor’s degree in Chemical Engineering, Chemistry, or similar technical discipline. 

• 4+ years of quality experience

• Excellent verbal and written communication skills. Able to interact comfortably with all levels of internal and external management. Effective interpersonal skills required, including conflict management and team leadership.

• Knowledge of QA/QC fundamentals including resultant data analysis and problem solving techniques (e.g. lean six sigma, risk management, 5-why, fishbone analysis, 8D, TapRooT)

• Good understanding of Design Failure Mode Effect Analysis (DFMEA) and Process Failure Mode Effect Analysis (PFMEA)

• Experience with customer service levels and responsiveness metrics

• Ability to routinely work on multiple complex quality projects where analysis requires in-depth evaluation of factors

• Exercise judgement in selecting

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