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