1. Position Summary
Drive rapid response and effective resolution of key customer quality issues from the manufacturing side. Lead cross-functional coordination to ensure timely containment, root cause analysis, and sustainable corrective actions, ultimately improving customer satisfaction and product quality performance.
2. Key Responsibilities
2.1 Rapid Response to Customer Quality Issues
- Act as the primary manufacturing interface for key customer quality concerns, complaints, and escalations
- Establish and execute a fast response mechanism (e.g., 24-hour containment, 48-hour initial analysis, regular updates)
- Lead urgent evaluation of major quality incidents, including risk assessment and containment decisions
2.2 Problem Solving and Closure Management
- Lead structured problem-solving activities using methodologies such as 8D, 5 Whys, Fishbone, etc.
- Coordinate cross-functional teams (Production, Process Engineering, Quality, Supply Chain) to drive resolution
- Ensure effective implementation of containment actions, root cause identification, and permanent corrective actions
- Track progress and ensure timely closure in alignment with customer expectations
2.3 Customer Communication and Technical Interface
- Serve as the technical liaison between the factory and customer quality/engineering teams
- Prepare and deliver quality reports (e.g., 8D reports, RCA reports)
- Participate in customer meetings, audits, and on-site visits as needed
- Translate customer requirements into internal action plans and drive execution
2.4 Manufacturing Process Improvement
- Drive process improvements based on customer issues to enhance yield, stability, and reliability
- Promote error-proofing, standardized work, and process capability improvement
- Establish control measures and early-warning mechanisms for critical processes
2.5 Risk Prevention and System Enhancement
- Lead lessons learned and institutionalized best practices
- Update PFMEA, Control Plans, and related documentation based on findings
- Drive preventive actions to eliminate recurrence of similar issues
- Support quality risk assessment during new product introduction (NPI)
2.6 Data Analysis and Reporting
- Define and monitor key customer quality KPIs (complaint rate, PPM, 8D closure time, etc.)
- Analyze quality trends and identify systemic issues
- Provide regular reports and insights to management
2.7 Cross-functional and External Coordination
- Collaborate with Supplier Quality Engineering (SQE) on supplier-related issues
- Support Procurement and R&D in quality-related technical evaluations
- Mobilize internal resources quickly to address urgent issues
Qualifications & Requirements:
- Bachelor’s or above in mechanical engineering, mfg engineering, process engineering or related fields.
- Minimum 5–8 years of experience in manufacturing, process engineering, or quality engineering
- At least 2–3 years supporting key customer quality issues or handling customer-facing roles
- Experience in HVAC industries manufacturing preferred
- Experience in leading cross-functional problem-solving or improvement projects
- Fluent in English (written and verbal)
Technical Expertise
- Strong hands-on experience with structured problem-solving methodologies (8D, 5 Whys, Fishbone, etc.)
- Familiar with products, manufacturing process and quality systems and standards.
- Experience with failure analysis techniques and manufacturing process optimization.
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Skills Required
- Bachelor's or above in mechanical engineering, manufacturing engineering, process engineering or related fields
- Minimum 5-8 years of experience in manufacturing, process engineering, or quality engineering
- At least 2-3 years supporting key customer quality issues or handling customer-facing roles
- Experience in HVAC industries manufacturing preferred
- Experience in leading cross-functional problem-solving projects
- Fluent in English (written and verbal)
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
