CAREER AT BOURNS:

If working for an organization with a long history of technological innovation and high advancement potential in a supportive, collaborative, and positive work environment are top considerations for your next career move, then you need to look at the opportunities at Bourns.
Bourns was founded 75 years ago with the guiding principles of providing breakthrough technology solutions, high-quality products, responsive service, and exceptional value. Those principles still hold true today and have instilled a culture that is committed to excellence and ethical operations. As a leading provider of advanced components for power conversion, circuit protection, and motion control sensing solutions, Bourns employs more than 9,000 people in 21 countries and operates 17 manufacturing centers and 15 R&D facilities. Our customers and partners rely on Bourns to meet strict design requirements and satisfy international standards in a broad range of industries and applications. We achieve this stature because Bourns employees excel in the development of new products and continuous improvement processes that keep the company a global leader in delivering outstanding service.

ABOUT THE ROLE:

As a Customer Quality Manager your main responsibility will be to ensure the end-to -end customer satisfaction of the division’s customer base and built trust on quality. Reporting to the Quality Director, Power Division of Bourns, Inc. and as part of the divisional quality staff, the Customer Quality Manager will lead and resolve customer issues, establish feedback systems to understand the customer’s experience with the company’s products and services and drive strategies to continuously improve the overall customer relationships. For this important role we are seeking a dedicated, self-motivated and pro-active person, who enjoys to build relationships with their customers for a better mutual understanding and cooperation.

YOUR ESSENTIAL DUTIES & RESPONSIBILITIES ARE:

• Acting as the primary interface between customers and the Bourns manufacturing sites of the Power Division for all quality related questions or topics, coordinating with Bourns’ customer service team as needed.
• If necessary, leading external escalated issues with significant impact to customer satisfaction or risk to the division and involve the required leadership of the business and the Global Quality function.
• Being an expert for customer specific requirements related to product, process and performance and therefore ensuring that the customer specific requirements are distributed, documented and well-known within the division.
• Addressing customer complaints and cooperating with the respective Bourns sites and functions to resolve issues.
• Coordinating and leading necessary containment activities on-site (customers, Bourns warehouses) in cooperation with the Bourns manufacturing teams.
• Monitoring customer satisfaction (for example scorecards) and reporting the results and ensuring that KPIs related to customer satisfaction are met (for example response time goals). Leading countermeasure action plans if necessary and involving the necessary stakeholders will also be a part of your duties.
• Engaging proactively with customers and internal stakeholders such as Sales and Product Line to understand needs and driving actions for highest customer satisfaction.
• Preparing Bourns facilities for customer visits.
• Driving lessons learned reviews after resolving customer issues and recommending necessary actions for implementation.