Customer Quality Manager

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Customer Quality Manager

DuPont Electronic Materials has an exciting and challenging opportunity for a Customer Quality Manager (CQM) in the Semiconductor Technologies business located in Newark, Delaware.

This Engineering role within the Chemical Mechanical Planarization Technology (CMPT) organization is being opened up to address business growth and customer satisfaction opportunities and will report to the Regional Leader of Customer Quality Management in Newark.  In this fast paced and highly visible role, you will interface with top tier customers on a global basis as well as interface with global internal teams including R&D, Product Quality Engineering (PQE), Manufacturing Operations, Improvement Engineering and Marketing.

Responsibilities include:

The primary responsibility of this role is to provide CMP business-specific technical service in the region and act as customer product quality manager for assigned customer(s) in the region.

This role is designed to more directly manage the product quality and service responsiveness to top tier and strategic customers along with working across the functions within the business to align to the evolving customer technical roadmap.

Technical service responsibilities include:

Customer Quality Managers own and resolve complaints and requests from assigned customer(s) in region.  Activities include managing root cause identification, acquiring and analyzing data, and developing solution options in collaboration with Global Product Quality Engineering(PQE), Manufacturing, Improvement Engineering, Raw Material Quality and Marketing as necessary. The CQM drafts and communicates complaint resolution progress to customers on a regular basis and works to ensure key performance metrics (speed, quality) are met for issues/requests mentioned above.  This person must rapidly assess special customer requests and help implement after business prioritization.  

Working with global PQE team, the CQM will help to draft customer notification letters / whitepapers in customer specific formats, as required.  This role provides feedback from the customer and works with global internal teams to ensure implementation according to the business plan.

Strategic Customer Quality responsibilities include:

The strategic aspect of the job is to serve as the voice of the customer back into the business and work across the Commercial, Operations and R&D organizations to prioritize the customer requirements into the technical and quality roadmaps.  The roadmaps will include the short & mid-term CIP efforts to continually drive improved product quality and service responsiveness with the goal of improving customer satisfaction as well as helping win new business for the customer emerging technology needs.

The CQM has responsibility to coordinate across both customer global contacts and internal global business and operation contacts for resolution of issues and completion/fulfillment of customer special requests.  CMP issues/requests encountered by customers must be systematically analyzed to identify and implement product consistency improvement opportunities.

As a technical expert, this role will have responsibility to train field service engineers and other sales staff on technical aspects of products and issue resolution.  This includes documenting and publish field guides for the most common issues and requests.

Travel up to 5%

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On May 22, 2024, we announced a plan to separate our Electronics and Water businesses in a tax-free manner to its shareholders. On January 15, 2025, we announced that we are targeting November 1, 2025, for the completion of the intended separation of the Electronics business (the “Intended Electronics Separation”)*. We also announced that we would retain the Water business. We are committed to ensuring a smooth and successful separation process for the Future Electronics business. We look forward to welcoming new talent interested in contributing to the continued success and growth of our evolving organization.

(1)The separation transactions are subject to satisfaction of customary conditions, including final approval by DuPont's Board of Directors, receipt of tax opinion from counsel, the filing and effectiveness of Form 10 registration statements with the U.S. Securities and Exchange Commission, applicable regulatory approvals, and satisfactory completion of financing.  For further discussion of risks, uncertainties and assumptions that could impact the achievement, expected timing and intended benefits of the separation transactions, see DuPont’s announcement.

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