Zone Quality Manager China
In a nutshell
The vision towards 2020 (“Make it Well”) of the sector Global Quality (GQ) is 3-fold:
Secure Customer Satisfaction on Quality by being guided by the voice of the customer, delivering the perfect machine, delivering on time, and delivering at the right cost of ownership.
Secure a Quality mindset for all employees by defining and embedding Quality Values.
Secure Continuous Improvement by learning from Quality Issues and by providing structural solutions.
Department informationIn Global Quality, the Customer Focus (CF) department is responsible for
bringing the voice of the customer to our head-quarter, and for securing the right follow-up.
To enable this, the CF department consists of a network of Zone Quality Managers (ZQM’s) located near our key customers, and a Customer Quality Care team, in charge of following up on major Quality Issues (a.o.Customer Complaints).
Position in the Organization
Zone Quality Manager, located in china Reports hierarchically to the Director GQ Customer Focus
Ensure ASML continuous quality improvements match with customer expectations Assess zone processes and initiate improvements
Interface with china customers on all quality aspectsSetup and maintain customer quality dashboard:Align with customer on Customer Quality Indicators (CQI’s)
Secure buy-in from ASML Headquarters in case requiredDrive CQI performance to agreed targetsManage customer complaints:Local intake & filteringManage proper follow-up through GQ CF Customer Quality Care teamManage timely closure of complaint with customerManage customer audits
Align with customer on audit agendaWork with GQ Audit team on follow-upDrive quality
improvementsIntake, filtering, follow-up managing, and feedback communication for Failure Analysis Requests (FAR’s)
Review of ‘Dead-on-Arrival’ spare parts with local CS team, drive follow-upIdentify and drive follow-up of major quality escalations
Assess and improve zone processesAssist zone management by proposing process improvements and participate in deployment of new and improved processes
Assist zone management by initiating, driving and tracking of improvements on the execution of crucial processesDrive and track follow-up of actions resulting from audit findings
Bachelor/Masters degree with extensive years of relevant experience Experience
Experience in the semiconductor business
Experience in Professional Field Service Operations Experience in Quality managementaspects within a high tech business to business environment
Strong customer oriented attitude and customer interfacing skills
Able to analyze and draw conclusions from data or report information
Strong communication and influencing skills Track record in process improvement/optimization
Analytical thinking skills Other information
Willing to travel frequently within china(up to 50%) and 2-3 times per year to Head-Quarter