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We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

CUSTOMER QUALITY MGR

Location: Noida, India

Position Summary:

As the Customer Quality Manager for the India region, you will be the primary contact for all customer quality concerns (product, process, and software). You will work with sales teams, distributors, and customers to capture and manage quality-related issues and projects. This includes prioritising concerns, coordinating with our teams, escalating, and driving resolution. Additionally, you will provide quality consultation and process guidance in the field.

You will report to the customer quality manager and follow a hybrid working schedule in Noida, India.

Your Responsibilities:

• Customer Quality Management: Ensure high levels of customer satisfaction by promptly addressing quality concerns and identifying process improvement opportunities.
• Cross-Functional Coordination: Lead quality issues across multiple business units and sales regions to ensure timely and aligned resolution.
• Project Management: Manage multiple open quality issues simultaneously. Maintain accurate records, summarise action plans, track progress, and ensure effective stakeholder communication.
• Issue Escalation & Resolution: Act as a change agent by escalating critical issues, leading communication efforts, and coordinating urgent resolutions.
• Strategic Account Support: Serve as the single point of contact for quality issues for strategically important accounts in the region.
• Data-Driven Improvement: Analyse regional quality trends and resolution data to engage with main accounts and lead preventive actions.
• Collaboration & Leadership: Work cross-functionally to resolve issues, lead project teams, and ensure timely follow-up on action items.
• Training & Enablement: Educate field sales teams and distributors on quality processes and issue resolution procedures.
• Commercial Support: Assist field sales in resolving commercial issues related to product anomalies, making decisions within defined authority levels.
• Application of Quality Tools: Apply methodologies such as 8D, Ishikawa diagrams, and process mapping to address and resolve complex issues.
• Engagement: Demonstrate urgency and initiative in driving actions, with a focus on prevention and resolution.
• Professional Expertise: Use broad experience to creatively andresolve complex quality issues according to company objectives.

The Essentials - You Will Have:

• Bachelor's degree in engineering, Business, or a related field.
• 8–10 years of experience in quality management, corrective action planning, and issue resolution.
• Willingness to travel occasionally (10–20%) within the region.

The Preferred - You Might Also Have:

• Confidence in engaging with senior leadership and customer stakeholders.
• Analytical and problem-solving skills.
• 3+ years of experience working with customers, sales teams, and distributors.
• Familiarity with Project Management, Lean Six Sigma, and Jira.
• Experience in complaint management and escalation handling.

What We Offer:

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.