The position combines project management, customer relationship management, quality engineering, and problem-solving expertise to improve customer satisfaction, reduce warranty and quality-related costs, and deliver successful project outcomes.
Key Responsibilities
Customer Quality Leadership
Serve as the primary quality contact for strategic customers and high-visibility projects.
Lead customer quality review meetings, issue resolution discussions, and executive-level communications.
Develop and maintain strong customer relationships by proactively addressing quality concerns.
Manage customer escalations through timely containment, investigation, and corrective action implementation.
Project Management
Lead customer quality projects from initiation through closure.
Develop project timelines, risk assessments, action plans, and status reporting.
Coordinate quality activities across Engineering, Manufacturing, Supply Chain, Service, and Sales organizations.
Monitor project deliverables to ensure quality objectives, customer expectations, and deadlines are achieved.
Quality Improvement & Problem Solving
Facilitate structured problem-solving activities using
8D Methodology
Root Cause Analysis (RCA)
5 Why Analysis
Fishbone Diagrams
FMEA
Lean Six Sigma Tools
Drive corrective and preventive actions (CAPA) to eliminate recurring issues.
Validate effectiveness of implemented corrective actions.
Identify systemic quality risks and opportunities for process improvement.
Customer Issue Management
Manage customer complaints, warranty claims, and field quality concerns.
Review and analyze customer feedback, nonconformances, and field performance data.
Lead containment activities to minimize customer disruption.
Coordinate issue resolution efforts between customers, factories, suppliers, and service teams.
Data Analytics & Reporting
Develop and maintain customer quality dashboards and KPIs.
Analyze trends related to
Customer complaints
Warranty performance
Defect rates
Cost of poor quality
Customer satisfaction metrics
Present findings and recommendations to leadership and customers.
Utilize Power BI, Excel, and other reporting tools to communicate performance metrics.
Required Qualifications
What we look for
Required
Minimum 3 years of direct work experience with QA systems, regulations, guidelines, and associated standards
3+ years of client engagement experience
Knowledge of QA cause and effect methodologies
Proven experience conducting Corrective and Preventative Action (CAPA) and Root Cause Analysis (RCA)
Highly motivated and self-directed, capable of multi-tasking, and able to work with minimal supervision
Extremely detail-oriented and analytical thinker
Able to interface directly with cross-functional teams
Strong problem identification and resolution skills
High level of proficiency with Microsoft Office, particularly Excel
Strong work ethic and positive team attitude
Clear and concise communication ability
Occasional shop environment, requiring adherence to safety policies and exercise of caution, as the environment presents many naturally occurring hazards
Ability to work and communicate with prudence, while effectively managing time, completing tasks, and working safely
Preferred
Experience in HVAC industry
Training and/or experience in ISO 9001
Experience managing customer-facing projects and issue resolution.
Experience working in manufacturing or engineered product environments.
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Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.
