Customer Product Quality Manager

Johnson Controls

San Antonio, TX

Estimated pay: Est. $17–$26/hr (market estimate, not employer-stated)

Shift: Full time

Johnson Controls , a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years , Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward. Lead the customer-facing product quality function for the San Antonio factory. Connect customer experience, field performance, warranty, plant quality, engineering, service, and supplier quality data to prevent recurrence, reduce external defects and cost, and strengthen product reliability. Lead high-visibility escalations with urgency while building sustainable systems that improve how the organization identifies, raises, solves, and learns from quality issues. How You Will Do It Customer Escalation, Containment and Recovery Own the quality response for customer complaints, Customer Escapes, field failures, and critical product concerns from initial notification through verified closure. Lead immediate risk assessment and containment across finished goods, work in process, feeder plants, suppliers, distribution points, and customer sites, as applicable. Coordinate certified product release, inspection or rework plans, replacement-part activity, and customer recovery actions with Operations, Service, Engineering, Supply Chain, and account teams. Provide concise, fact-based updates that distinguish confirmed facts, open risks, interim containment, permanent corrective action, owners, and due dates. Closed-Loop Corrective Action and Product Learning Lead structured problem solving using 8D, 5 Why, Fishbone, A3, DMAIC, fault-tree analysis, and other fit-for-purpose methods. Ensure root cause is supported by evidence, corrective actions address systemic causes, effectiveness is verified, and lessons learned are deployed across products and manufacturing sites. Convert field and warranty issues into updates to design standards, DFMEA and PFMEA, control plans, inspection and test requirements, work instructions, training, and preventive maintenance where applicable. Escalate stalled or ineffective corrective actions and facilitate cross-functional decision making to protect the customer. Customer, Warranty and Product Quality Analytics Analyze customer complaint, warranty, service, return-part, EPPM, Customer Escapes, defect, reliability, and Cost of Poor Quality data to identify priorities and emerging risks. Establish leading and lagging indicators, maintain data integrity, and publish actionable dashboards and management reviews. Use Pareto, trend, segmentation, recurrence, severity, age, and exposure analysis to focus resources on the highest customer and business risks. Partner with Finance and Service to validate warranty impact, quantify improvement opportunities, and track realized results. Production Readiness, NPI and Change Quality Represent customer and product quality requirements in new product introduction, production readiness assessments, design reviews, validation builds, Engineering Change Notices, and launch readiness decisions. Ensure customer-specific and critical-to-quality requirements are translated into measurable manufacturing and test controls. Confirm that APQP deliverables, PFMEA, control plans, MSA, capability evidence, PPAP or equivalent approvals, and traceability are complete and effective before release. Identify legacy issues and lessons learned that must be addressed before introducing new or changed products. Cross-Functional and Customer Leadership Act as the primary quality integrator among the factory, Engineering, Service, Warranty, Sales or Account Management, Program Management, Supplier Quality, and Global Quality. Lead and facilitate customer factory visits in collaboration with the Global Customer Excellence Quality Managers, coordinating visit objectives, agendas, plant readiness, cross-functional participation, issue follow-up, and customer communications. Participate in customer calls, site visits, and executive reviews; communicate clearly, professionally, and with appropriate urgency. Build effective feedback loops with field technicians and service teams so product and process decisions reflect actual customer experience. Coach teams on customer-focused problem solving, quality fundamentals, escalation discipline, and evidence-based decision making. Quality System and Governance Ensure customer quality records, issue-tracking systems, approvals, evidence, and closure documentation meet Quality Management System and audit requirements. Define standard work and governance for intake, triage, severity