VP of Quality & Customer Experience

Job category: Manager

Job Type: Full Time

Madison, Wisconsin

Closes on:


Position Overview:

Reporting to the NA President, the VP of Quality & Customer Experience oversees the quality, service, and compliance functions in support of the Commercial, IPO (International Procurement Office), and Retail Business Units.




  • Provide leadership, management and direction to the management team of the Customer Technical Support (CTS), Inspection, Field Services, Console Tech Support, Training, Compliance, and Quality Engineering (QE)
  • Closely integrate CTS, Field Service and Quality activities and communications.
  • Interface with manufacturing, engineering department, and product management department on escalated issues that cannot be resolved at the QE level.
  • Promote strategies that lead to issue prevention rather than problem correction.
  • Ensure integrity in CPSC compliance process at all times — to make 100% certain Johnson North America does the legally and ethically correct things at all times.
  • Presentations to major new customer prospects and represent the quality and service functions to important strategic customers
  • Lead conversations with escalated major customers to ensure the customer feels heard and solutions are found quickly
  • Work to continuously reduce cost of warranty
  • Work to achieve Johnson key performance indices in all areas
  • Participate as a member of the HQ Service Committee Meeting
  • Ensure frequent communication with outside sales representatives, field service technicians, and dealers
  • Prepare GAP (global approval process) requests for funding reworks and other major initiatives.
  • Periodically audit the NPD (New Product Development) process to assure quality criteria and regulatory compliance are achieved on new products.
  • Review and monitor OLS’s with QE team on a weekly basis to assure prompt and complete closure using the 8D process.
  • Attend global quality meetings and BOD (board of directors) meetings to promote a planning and prevention culture.


  • Engages in the typical responsibilities of a manager requiring planning, evaluating, organizing, integrating and controlling.

Marginal Job Functions:

  • Other projects as needed.




  • Bachelor’s degree required (preferably an engineering discipline)
  • MBA or MSE or Law Degree preferred


  • 10+ Years manufacturing of electromechanical products either in engineering, customer service, or quality.
  • Experience with or exposure to Lean Six Sigma, 8D, 5 Why’s, and other best quality practices and tools.
  • Prior quality executive leadership experience in an enterprise level company ($500M+) or a tier 1 supplier.
  • Prior experience working with regulatory agencies on compliance.
  • Implementation or maintaining an ISO system.
  • Strong expertise in continuous improvement, AQL (acceptable quality limit), lean manufacturing principles
  • Working with overseas manufacturing is a plus
  • Proven track record in building organizations and achieving key performance indices

Other Requirements:

  • Willing and able to travel to Asia 4 to 6 times per year, domestically as needed throughout the year




  • Demonstrated effective interpersonal, verbal and written communication skills
  • Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
  • Unwavering attention to detail and commitment to world-class quality
  • Ability to embrace deadlines
  • Able to project a positive and professional demeanor to all internal and external contacts




We offer an excellent compensation package and team-oriented work environment with growth opportunities.


Some of our outstanding benefits include:

  • Health & Dental Insurance
  • Company paid Life Insurance
  • 401(k)
  • Paid Time Off benefits
  • Free access to our state-of-the-art onsite workout facility
  • Product discounts
  • Wellness programs





Apply Here


Company name:
Johnson Health Tech North America, Inc.

Position filled: Open

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