If you like change, change to us
We are an international mid sized group with appetite for innovations, approachable management, lead by objectives / targets which give the opportunity of a wide range of empowerment. We as a growth oriented market leader invite you to join us on our journey from good to great!
The Head of Global Customer Quality ensures flawless customer-facing quality performance in compliance with IATF 16949 and OEM requirements, safeguarding customer satisfaction, trust, business continuity, and reputation across all customers worldwide.
- Global Customer Quality Strategy:
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- Define and deploy a global customer quality strategy aligned with IATF 16949, Customer Specific Requirements
- Ensure global consistency in customer-facing quality processes across all plants and regions
- Act as the guardian of customer trust and brand reputation
- Customer Complaint & Escalation Management:
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- Own the global customer complaint process, including:
- 0‑km, field, warranty, and safety complaints
- Structured problem solving (8D etc.)
- Lead OEM escalations, special status situations, and red/yellow scorecard recoveries
- Ensure robust root cause analysis, permanent corrective actions, and effectiveness checks
- OEM Interface & Scorecard Performance:
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- Serve as the global quality lead for key OEMs and Tier‑1 customers
- Own and improve customer scorecard performance (PPM, audit ratings, delivery quality, responsiveness)
- Proactively manage quality risks that could affect nominations, sourcing, or business awards
- Cross‑Functional & Regional Leadership:
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- Lead and align a global community of customer quality managers
- Coordinate with:
- Operations & Plant Quality
- Engineering & R&D
- Supply Chain & Supplier Quality
- Sales & Key Account Management
- Ensure fast, fact‑based decision‑making on customer issues
- Continuous Improvement & Lessons Learned:
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- Ensure systematic lessons learned from customer issues are deployed globally
- Sponsor continuous improvement initiatives:
- Problem solving excellence
- Standardization of methods and tools
- Promote a “no repeat issues” culture
- Executive & Board‑Level Transparency:
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- Report customer quality risks, escalations, and performance trends to Executive Management
- Escalate issues with potential impact on:
- Operations & Plant Quality
- Engineering & R&D
- Supply Chain & Supplier Quality
- Sales & Key Account Management
- Provide clear recommendations for leadership decisions
Requirements:
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- Master’s degree in Engineering, Quality Management, or a comparable technical field
- Minimum 10–15 years of experience in Quality Management within the automotive industry, including significant exposure to OEM and Tier 1 customers
- Proven experience in a global leadership role with responsibility for customer-facing quality across multiple regions and plants
- In-depth knowledge of IATF 16949, customer-specific requirements (CSRs), and OEM quality standards
- Strong expertise in customer complaint management, including 0km, field, warranty, and safety-related issues
- Extensive hands-on experience with structured problem-solving methodologies (e.g. 8D, Ishikawa, 5 Why, Root Cause Analysis)
- Demonstrated track record in managing OEM escalations, special status situations, and scorecard recovery (red/yellow status)
- Solid understanding and improvement experience of customer scorecards and KPIs, including PPM, audit results, delivery quality, and responsiveness
- Ability to assess and mitigate quality risks impacting nominations, sourcing decisions, revenue, and customer trust
- Strong cross-functional leadership skills with the ability to align Quality, Operations, Engineering, Supply Chain, and Sales
- Excellent executive communication skills, including reporting to Executive Management and Board-level stakeholders
- High level of decision-making capability under pressure, with a fact-based, structured, and pragmatic approach
- Fluent English (written and spoken); additional languages are an advantage
- Willingness to travel internationally (up to 50%)
At NORMA Group, we believe that diverse perspectives drive innovation. We welcome individuals with a wide range of skills and experiences to develop solutions that make a global impact. As a proud equal opportunity employer, we are committed to fostering a workplace where everyone feels respected, empowered, and heard.
Contact for this position: Branko Vukovac
NORMA Group Human Resources
Edisonstraße 4
63477 Maintal, Germany
