Customer Quality Director - GM/Ford

This role will be responsible for both product lines in the customer group: Driveline and ePowertrain

Role Purpose:

Enhance customer satisfaction by building key customer relationships and acting as the global customer quality interface person to ensure that "Voice of the Customer" is consistently translated inside GKN and appropriately actioned and improved.

Key responsibilities:

1. In collaboration with the Global Commercial Director and the Chief Engineer, develop a strategic approach to achieve customer satisfaction in all areas of quality. eg. field quality, delivered quality, development quality, etc.

2 Act as the primary quality management interface and "window" person between senior level customer service representatives and GKN.

3. Ensure a coordinated escalation approach on complex issues and provide expert quality support on customer specific topics as required.

4. Facilitate expert problem solving on complex issues and provide expert quality support on customer specific topics as required.

5. Input the customer quality strategy into the GKN Quality Strategy and tactical road map.

6. Use the voice of the customer and customer B2B portal data to drive "Go-to-Green" roadmaps within GKN facilities as required. Actively highlight gaps in customer matrix KPI and GKN performance to local, regional and global teams.

7. Consolidate customer B2B portal data and summarize main issues and improvement plan as part of a regular reporting cadence.

8. Support the sharing and application of lessons learned and consolidate the implementation status for global customers.

9. Support the Product Launch program deliverables as required with a focus on Cat 1

a. Know how transfer on key products and processes

b. PLQR/PSSOs & lessons learned implementation

c. Support the customer specific requirements, understand and deployment across facilities.

Qualifications:

Bachelor's Degree in a related field

Minimum 5 years in dynamic customer facing experiences

Proven Problem Solving and Troubleshooting

Complex Project Management

Collaboration effectively with cross functional team including Engineering, Commercial and Manufacturing

Ability to deal with conflict and disagreement in front of a customer tactfully

Professional communication - both written and verbal.

Fluent in English