Customer Quality Manager

Being part of Cummins means working alongside today’s most innovative thinkers to solve the world’s toughest problems. We are proud to offer learning and development opportunities designed to promote individual performance and spark purpose and trust within our teams. We look to hire the best and then help you to become even better. Thank you for your interest in continuing to grow your Cummins career!

We are looking for a talented Customer Quality Manager to join our team in Tuas South, Singapore. This will be Onsite with flexibility work model. This role requires some domestic and international travel.

The Customer Quality Manager will partner with the business to be the customer and market segment advocate in resolving product quality, supply chain quality, and process quality related issues for internal and external customers, as well as coordinate quality communications with the customer.

Key Responsibilities:

In this role, you will make an impact in the following ways:

• Articulates and translates customers' expectations and requirements for quality to Cummins new and current products, supply chain and process improvement functions and coordinates implementation with these various internal stakeholders. 
• Actively participates in the development and implementation of the vision and strategy for the Customer Quality organization, including definition of key performance metrics and goal tree initiatives. 
• Interprets and manages action plans to close customer quality issues including product, supply chain or process related in order to improve customer satisfaction. 
• Develops and uses Customer Centric metrics and targets unique to the market or customer group that reflect right balance of customer expectations and business financial goals. 
• Manages strong external relationships and coordinates external quality communications to major/selected OEMs, major/selected end users, and all business units. 
• Acts as primary face of quality to the customer. 
• Partners closely with the business market leaders, account leaders, and business unit quality leaders in customer messages and effectively communicates top customer quality issues. 
• Acts as the customer centric champion and leads process improvement efforts. 
• May manage or coach a team that will be seen as the customer and market advocate in resolving product quality, plant quality, supplier quality and process quality issues. 
• Identifies opportunities and implement upgrades to current products and/or processes into Quality 4.0 principles.

Customer interface & escalation ownership

• Act as primary contact for customer quality issues 
• Lead daily review of open complaints / escalations / Status of Commissioning Activities
• Ensure clear, consistent communication to: 
  • Customer  
  • Global account 
  • APAC/internal teams 
• No more gaps in stakeholders communication

Issue triage & prioritization

• Review new issues (field, commissioning, Supplier, Customer Queries) 
• Classify:  
  • Critical / safety 
  • Performance / reliability 
  • Documentation / process 
• Decide what needs immediate action vs normal flow

• Ensure all major issues follow: 
  • 8D / RCA discipline 
• Challenge teams on: 
  • Weak root causes 
  • Poor containment 
• Not doing RCA themselves—but owning the quality of RCA

• Daily coordination with:
• Project teams 
• Engineers
• Service
• Global account 
• Suppliers  
• Internal quality engineers 
• Key job: remove misalignment and communication gaps

• Ensure readiness for: 
  • FAI  
  • Customer witness tests (FWT) 
  • Commissioning quality checks 
  • RFT
• Make sure:
• No surprises for customer 
• Documentation is aligned 

Data quality & reporting (very important)

• Ensure all issues are properly logged (e.g. MNC system) 
• Fix:  
  • Missing data 
  • Poor descriptions 
  • Incomplete records 
• This directly addresses our current pain point

• Identify trends across: 
  • Projects  
  • Suppliers  
  • Regions  
• Raise risks BEFORE they become escalations

• Review outgoing: 
  • 8D reports 
  • Updates  
  • Action plans 
• Ensure:
• Right level of detail 
• Protects customer trust 
• Consistent messaging 

Measuring Performance with clear criteria for Continuous improvement (CI)

To be successful in this role you will need the following:

• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization. 
• Business insight - Applying knowledge of business and the marketplace to advance the organization’s goals. 
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. 
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 
• Customer focus - Building strong customer relationships and delivering customer-centric solutions. 
• Develops talent - Developing people to meet both their career goals and the organization’s goals. 
• Ensures accountability - Holding self and others accountable to meet commitments. 
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear. 
• Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented. 
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization. 
• Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. 
• Drives vision and purpose - Painting a compelling picture of the vision and strategy that motivates others to action. 
• Quality Influence - Ability to recognize stakeholders, create a forum to professionally extract stakeholder perspectives, drive and engage in constructive conflict, and to influence outcomes in order to ensure Cummins makes a balanced decision inclusive of Quality priorities. 
• Quality 4.0 - Leverages cloud-based systems and digitization to drive improved quality outcomes. Knowledge and application of Quality 4.0 (Q4.0) and digitization of quality management. Examples of Q4.0 are cloud native software applications, digital twin, simulation, adaptive intelligence and connected systems. 

Preferred Qualifications:

• College, university, or equivalent bachelor’s degree in engineering or a related technical or scientific subject or experience equivalent is required. Green Belt certification preferred.
• This position may require licensing for compliance with export controls or sanctions regulations. 
• Preferably 5+ years' experience in Customer Facing, Cross Functional, Service or Product Engineering, Quality. 
• Minimum of 3 years of managerial experience preferred.
• No cross-border support will be provided.