Job Description

:

Chef qualite Client (CQR) / Head of Customer Quality (CQR)

English job description follows

Description de l'emploi :

Vous avez de l'experience en relation client, vous avez travaille

dans le domaine manufacturier

et vous souhaitez evoluer et developper de nouvelles competences? Ce poste est pour vous !

Le programme d'avions commerciaux A220 recherche

d'un.e

Chef.fe

Qualite Client (CQR)

pour rejoindre notre equipe

Qualite

basee a Mirabel (Quebec, Canada), ou vous

travaillerez sur des sujets de conformite qualite.

Vous ferez partie de l'equipe

ligne client

chargee de satisfaire les clients au travers de plusieurs initiatives mais egalement de gerer les actions correctives et assurer la conformite aux normes de qualite.

L'organisation de l'equipe est etablie de maniere a promouvoir la collaboration transversale de maniere autonome, en se soutenant mutuellement et en apprenant collectivement.

Votre role en tant que

Chef.fe

qualite client

sera de

gerer une equipe de CQR, d'agir comme point de contact pour les questions lies a la satisfaction client et de gerer les non conformites.

Votre environnement de travail:

Le siege du programme d'avions commerciaux A220 est situe a Mirabel, dans la region metropolitaine de Montreal, a deux pas de la ville dynamique de Montreal. Reputee pour son environnement paisible et sur, la region offre une grande qualite de vie aux jeunes professionnels ou aux professionnels experimentes, ainsi qu'aux familles, en equilibrant parfaitement les opportunites de carriere et les activites de plein air, ce qui en fait un endroit vraiment special ou il fait bon vivre.

Parce que nous prenons soin de vous :

Avantages financiers:

Salaire attractif, bonus annuel, regime d'assurances collectives, regime de retraite et regime d'achat d'actions.

Equilibre vie privee / professionnelle:

Une politique de travail hybride (selon les besoins operationnels), une cafeteria sur site, une politique de conges tres concurrentielle.

Bien-etre / sante:

Programme d'Aide aux Employe.e.s (PAE), programme de rabais, service medical sur site, acces a un service de navette publique entre Laval (station de metro Montmorency) et Mirabel et application de covoiturage.

Developpement individuel:

des opportunites d'evolution et des possibilites de formations nombreuses (catalogue de plus de 10.000 e-formations disponibles en libre acces pour developper votre employabilite, certifications, programmes de developpement accelere, mobilite nationale et internationale).

Chez Airbus, nous vous aidons a travailler, a vous connecter et a collaborer plus facilement et de maniere plus flexible. Partout ou cela est possible, nous favorisons la flexibilite dans nos modes de travail afin de stimuler l'esprit d'innovation.

Vos defis:

Gestion d'equipe et leadership

Diriger, encadrer et motiver une equipe de Representants Qualite Client (CQR) charges d'etre le premier point de contact du client pour les sujets techniques lors du processus d'Acceptation Progressive du Client (CPA) et de Livraison.

Attribuer et superviser les taches, fixer les priorites et gerer les performances de l'equipe.

Fournir un encadrement, un mentorat et des opportunites de developpement professionnel aux membres de l'equipe.

Mener des evaluations de performance regulieres et fournir un feedback constructif.

Favoriser un environnement de travail collaboratif, positif et axe sur les resultats.

Satisfaction client et gestion des inspections

Agir comme point de contact principal pour les questions et problemes lies a la qualite et a la satisfaction client tout au long des phases de production et de livraison des avions.

Accompagner et assister le client durant les presentations de l'aeronef et tout au long du processus d'Acceptation Progressive du Client (CPA) et de Livraison.

Guider le client a travers le processus CPA et gerer les acces a l'aeronef pour des raisons de surete et de securite.

Fournir au client un calendrier pour les presentations CPA et l'informer de l'avancement.

Organiser l'acces du client a l'aeronef sur demande, en coordination avec le chef de production pour n'avoir aucun impact sur l'assemblage.

Gerer toutes les communications avec les clients concernant les sujets lies a la qualite, y compris la cabine, la structure, les systemes et la peinture.

Cultiver et maintenir une relation solide et de confiance avec les clients assignes tout au long du cycle de production et de livraison des avions.

Gestion des non-conformites et des actions correctives

Soutenir le client dans l'ouverture des points et la formulation des constats lors des presentations.

Assurer que le libelle de tout constat soit convenu entre le client et le CQR pour garantir une comprehension claire.

Veiller a ce que tous les constats du client soient comprehensibles, suivis et clotures par les canaux appropries.

Coordonner avec les equipes de production pour planifier les opportunites pour le client d'assister a la rectification d'un defaut ("buy back").

Gerer le processus de traitement des reclamations et des actions correctives des clients.

Effectuer des analyses approfondies des causes premieres des problemes de qualite signales par les clients.

Assurer une gestion robuste des risques lies a la qualite, y compris les problemes majeurs de fabrication et l'examen des concessions.

Conformite, Qualite et Amelioration Continue

S'assurer que tous les processus et procedures de l'equipe sont conformes aux normes de qualite internes et externes, ainsi qu'aux exigences reglementaires.

Participer a la preparation et a la realisation d'audits qualite internes et externes.

Identifier et evaluer les opportunites d'amelioration des processus lies a la qualite, a la conformite et a la satisfaction client.

Lancer et/ou coordonner des actions correctives et des projets qualite visant a ameliorer la satisfaction client.

Votre profil:

Un baccalaureat en gestion des operations ou dans un domaine connexe (ou experience equivalente).

Un minimum de 10 a 15 ans d'experience dans l'industrie manufacturiere, une experience dans l'aerospatiale etant un atout majeur.

Une experience en fabrication et ou maintenance d'aeronefs.

De solides qualites de leadership, avec un engagement envers l'integrite et le respect de la reglementation en vigueur.

D'excellentes competences en communication, tant en francais qu'en anglais (ecrit et oral).

Si requis - deplacements

Ce poste peut impliquer des deplacements professionnels (dans le monde entier).

Deplacements requis : Deplacements occasionnels [au Canada] et a l'etranger

Ce poste implique de frequents deplacements professionnels et, a ce titre, vous devez etre en mesure de voyager en consequence.

Deplacements requis : <5% de deplacements nationaux et internationaux.

Possibilite d'astreinte pendant les week-ends et/ou les periodes de vacances.

Ce travail necessite une prise de conscience liee a tous les risques potentiels de conformite et a un engagement a agir avec integrite, ces valeurs sont le fondement du succes, de la reputation et de la croissance durable de l'entreprise.

Vous ne semblez pas correspondre a 100%? Pas d'inquietude! Airbus vous accompagnera pour trouver le poste qui correspond le mieux a vos competences et aspirations.

Donnez une nouvelle dimension a votre carriere en soumettant votre candidature en ligne maintenant !

*

Job description :

Do you have experience in customer relations, have worked in the manufacturing sector, and are looking to grow and develop new skills? This position is for you!

The A220 commercial aircraft program is seeking a Customer Quality Manager (CQR) to join our Quality team based in Mirabel (Quebec, Canada), where you will work on quality compliance issues.

You will be part of the customer line team responsible for satisfying customers through several initiatives, but also for managing corrective actions and ensuring compliance with quality standards.

The team is organized to promote cross-functional collaboration, working autonomously, supporting each other, and learning collectively.

Your role as Customer Quality Manager will be to manage a team of CQRs, act as a point of contact for customer satisfaction-related issues, and manage non-conformities.

Your working environment:

The A220 commercial aircraft Programme is headquartered in Mirabel, in the greater Montreal area, where the vibrant city of Montreal is just a stone's throw away. Known for its peaceful and safe environment, the region offers a high quality of life for younger or experienced professionals and families, perfectly balancing career opportunities and outdoor activities that makes it a truly special place to call home.

How we care for you:

Financial rewards:

Attractive salary, annual bonus, group insurance plan, pension plan and share purchase plan.

Work / Life Balance:

A hybrid working policy (based on operational needs), on-site cafeterias and a highly competitive holiday policy.

Wellbeing/Health:

Employee Assistance Program (EAP), Discount Program, on-site Medical Service, access to a public shuttle service between Laval (Montmorency metro station) and Mirabel, and a carpooling application.

Individual development:

Great upskilling opportunities and development prospects with unlimited access to +10.000 e-learning courses to develop your employability, certifications, accelerated development programmes, national and international mobility.

Your challenges:

Team Management & Leadership

Lead, coach, and motivate a team of Customer Quality Representatives (CQRs) responsible for being the customer's first point of contact on technical topics.

Assign and supervise tasks, set priorities, and manage team performance.

Provide coaching, mentoring, and professional development opportunities to team members.

Conduct regular performance reviews and provide constructive feedback.

Foster a collaborative, positive, and results-oriented work environment.

Customer Satisfaction & Inspection Management

Act as the primary point of contact for questions and issues related to quality and customer satisfaction throughout the aircraft production and delivery phases.

Accompany and assist the customer during aircraft presentations and throughout the entire Customer Progressive Acceptance (CPA) and Delivery Process.

Guide the customer through the CPA process and manage access to the aircraft for safety and security reasons.

Provide the customer with a schedule for CPA presentations and inform them of the progress.

Organize customer access to the aircraft upon request, coordinating with the production leader to ensure no impact on assembly.

Manage all customer communication pertaining to quality topics, including cabin, structure, system, and paint-related concerns.

Cultivate and maintain a strong, trustful relationship with assigned customers throughout the aircraft production and delivery lifecycle.

Findings & Corrective Action Management

Support the customer in opening items and raising findings during presentations.

Ensure the wording of any finding is agreed upon between the customer and the CQR to ensure a clear understanding.

Ensure that all customer findings are understandable, tracked, and closed through the proper channels.

Coordinate with production teams to schedule opportunities for the customer to witness the rectification of a snag ("buy back").

Manage and oversee the customer complaint and corrective action handling process.

Conduct in-depth root cause analyses of quality issues reported by customers.

Ensure robust risk management of quality topics, including Major Manufacturing Issues and Concession review.

Compliance, Quality & Continuous Improvement

Ensure that all team processes and procedures comply with internal and external quality standards and regulatory requirements.

Participate in the preparation and conduct of internal and external quality audits.

Identify and evaluate opportunities for process improvement related to quality, compliance, and customer satisfaction.

Launch and/or coordinate quality corrective actions and projects aimed at enhancing customer satisfaction.

Your boarding pass:

A Bachelor's degree in Operations Management or a related field (or equivalent experience).

A minimum of 10 to 15 years of experience in the manufacturing industry, with aerospace experience being a significant asset.

Experience in aircraft manufacturing and or maintenance.

Strong leadership qualities with a commitment to integrity and compliance with applicable regulations.

Excellent communication skills in both French and English (written and spoken).

If required - travel

This role may involve some travels for business (worldwide).

Travel Required: Occasional travel within [country] & Overseas

Regular business travels will be expected; consequently you must be willing to travel accordingly.

Travel Required: <5% Domestic and International.

Possible on-call duties during week-ends and/or holiday seasons.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Company:

Airbus Canada Limited Partnership

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Leadership
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