Customer Quality Manager

Job Description:

ITW (Illinois Tool Works Inc.) is a Fortune 200 company and is one of the world’s leading diversified manufacturers of specialized industrial equipment, automotive components, consumables, and related service businesses. ITW businesses serve local customers and markets around the globe, with operations in 55 countries and an employee base of more than 46,000 women and men who adhere to the highest ethical standards. These talented individuals, many of whom have specialized engineering or scientific expertise, contribute to our global leadership in innovation. We are proud of our broad portfolio of more than 17,000 granted and pending patents.

ITW Shakeproof supplies cold headed & metal stamped fasteners totaling approximately $200M in revenue annually. Manufacturing / warehouse locations include Watertown, WI, Milwaukee, WI, Machesney Park, IL, Broadview, IL, Elgin, IL, and Iron Ridge, WI. We serve major OEMs and their tier suppliers direct and through distribution channels in the industrial market. ITW Shakeproof Fasteners drives profitability by leveraging its innovative solutions and application engineering, allowing us to enhance our customers’ competitive advantage.

Position Summary:

The Customer Quality Manager leads Shakeproof's Quality team and serves as the voice of the customer within the organization. This role ensures customer requirements are met through effective quality systems, process controls, and continuous improvement. The Customer Quality Manager leads corrective actions, drives cross-functional problem-solving, and works closely with Operations, Engineering, Sales, and customers to improve product quality, reduce defects, and enhance customer satisfaction.

This role will be located at our Elgin facility, but will require frequent travel to other Shakeproof locations and infrequent travel to customer locations.

Key Responsibilities

• Lead, coach, and develop the Quality team to support customer satisfaction, product quality, and continuous improvement initiatives.

• Serve as the primary customer quality contact, ensuring customer requirements are understood, communicated, and achieved throughout the organization.

• Lead the investigation and resolution of customer complaints, quality concerns, and production issues, ensuring timely root cause analysis and effective corrective actions.

• Drive customer-focused quality improvements by partnering with Operations, Engineering, Sales, and Customer Service to reduce defects and improve product performance.

• Monitor and analyze quality performance metrics, customer feedback, and defect trends to identify improvement opportunities and prevent recurring issues.

• Lead cross-functional problem-solving and continuous improvement efforts to improve process capability, product consistency, and operational performance.

• Maintain compliance with applicable quality standards and customer-specific requirements while supporting customer audits and assessments.

• Additional duties as assigned

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A Bachelor’s Degree Industrial Engineering or Manufacturing Engineering, or any discipline related directly to Manufacturing Operations or Quality Systems.

• 10+ years experience in implementing, validating, and auditing processes and procedures; resolving issues and reporting to regulatory agencies and other governing bodies; and specifying, conducting, and troubleshooting analytical testing procedures.

• 5+  years work experience at a management level with primary responsibilities for implementing and maintaining quality management systems in a manufacturing environment, including experience in achieving and maintaining IATF 16949 or ISO 9001 certification.

• 5+ years experience in the automotive industry is preferable.

ITW Shakeproof is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other protected characteristic under applicable federal, state, or local law.

Compensation Information:

• Annual salary for this position ranges from $130,000 - $150,000

• A full range of medical, dental, vision, 401K plus up-to-six percent (6%) match and retirement accumulation plan, wellness program, paid parental leave, adoption benefits, short- and long-term disability, education assistance, and gift & volunteer matching program are also available. 

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.