Quality Director

2 weeks ago

Geneva, Illinois, United States Crane Payment Innovations Full time


Have you ever u sed a self-checkout in a Walmart, Target or Home Depot? Played the slots at an MGM Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you've answered with a resounding "YES", then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the

technology that powers your everyday life,

enabling more than 4 billion transactions every week in more than 143 currencies worldwide.

From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.


Headquartered in Malvern, PA, CPI is supported by: >2,000 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

The Quality Director can be based out of any of the following CPI locations:

US
Malvern, PA

Mount Prospect, IL

Williston, SC

Mexico

Queretaro

UK/EU

Buxtehude, Germany

Geneva, Switzerland

Manchester, United Kingdom

APAC
Shenzhen, China

Shanghai, China

Tokyo, Japan

WHAT YOU'LL BE DOING


The Director of Quality leads customer field product quality, APQP strategy, customer product satisfaction and is the primary liaison to the customer for product quality issues.

This individual will define, create and execute standardized quality and continuous improvement strategy for the business.

The Director leads all customer related quality and field issues to satisfactory customer and business centric resolution utilizing cross-functional resources.


This person ensures that correct quality practices and procedures are followed across the product lifecycle that maximize customer satisfaction (New Product Development, Launch, Field Performance/Failures, and Product Discontinuation).

This individual ensures ownership for issues that are well placed and routine and escalates to appropriate manager(s) to execute a resolution.

This role is responsible for ensuring proper use of the Crane Business System (CBS) tools.

Responsibilities and Duties

Customer Liaison for Product Quality Issues

Primary lead/contact for customer quality, service, and product issues; liaison between sales force, technical support, customer service, engineering, manufacturing and product management

Lead corrective and preventive actions that improve the total customer experience

Lead root cause, containment, and corrective actions and implement process improvements for future mitigation in a timely manner

Proactively communicate quality issues, actions, customer/financial impact and schedules across the internal organization and work with product management for external communication

Collaborate with technical support, compliance, supplier quality, and factory quality to measure, identify, and remediate customer quality issues

Lead Customer Satisfaction/Field Quality Improvement:
Lead global standardization and improvement of field quality performance metrics, data collection, measurement processes and tools


Implement standard process to monitor key quality parameters over the life of CPI products working with global service centers, tech support, technology, and customers.

Develop and administer globally standard monthly reporting that identified key trends, out of bound metrics, and a clear prioritized remediation action plan with owners and dates

Develop standard quality plans, targets, performance, and systems for integration of new, acquired and startup products that maximize customer satisfaction

Achieve CPI warranty cost objectives; drive warranty resolution

Manage DPPM targets and COPQ metrics

Develop tools and metrics to correlate field issues with external factory or suppliers

Work closely with SQA and factories to minimize potential field quality issues

Manage Quality Systems and Process Implementation

Drive the APQP (Advance Product Quality Planning) strategy across all CPI sites

Drive ISO compliance across all sites and begin to standardize common processes.

Standardize global customer quality measures, metrics and reporting

Develop globally standard and robust field quality reporting with actionable priorities for Channel Leaders and Management Team (SAP, Service Management, CRM, CCR database, OOB systems, etc.)

Administer (SAP, Sales Force, etc) procedures to execute quality containment, quarantine and holds as requested by the channel(s), factories, or distribution centers

Liaison between customer and site quality audits

Lead CPI to

World Class Product Reliability:


Work with Engineering to develop, implement, and administrate a process for routine evaluation of aged product performance and reliability against the product specification.

Work with engineering to compare findings to historical warranty claims, costs.

Assess warranty claims and field performance as compared to warranty provisions, make recommendations to proactively manage and minimize warranty costs

WHO WE'RE LOOKING FOR
Qualifications and Required Skills

Bachelor's degree in an Engineering discipline

5+ years working experience in a product management discipline with electro-mechanical, SW, FW products in a B2B environment

Completed or about to complete an MBA program; Focus in product management or marketing – beneficial

Key Attributes for Success

High energy and enthusiasm level – winning attitude

Strong influencing, analytical and problem-solving skills

Excellent communication skills; verbal, presentation and written

Ability to multi-task in a fast-paced matrix environment

Ability to quickly establish credibility and decisiveness

Self-starter capable of working independently while prioritizing multiple tasks to meet firm deadlines

People oriented with sound judgment with the ability to balance other business considerations while also being a team player

Excellent interpersonal and customer service skills; ability to interface with personnel from various departments and levels.

WHAT WE'RE OFFERING
Flexible work environments

Defined career growth plans with opportunities to go outside of your "comfort zone"

Generous paid time off, including sick and holiday

Medical, dental, & vision insurance

401K with Company contribution

Flexible spending accounts

Life insurance and disability benefits

Discounts for childcare

Tuition assistance

Community involvement and volunteering events

Opportunities to travel and work at our global sites

Sound interesting? Come see why we are

OneCPI

CPI is part of Crane NXT


Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers.

The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies.

Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta.

For more information, visit


It is the policy of Crane NXT and Crane Payment Innovations to prioritize internal applicants, with due diligence, and only individuals who have expressed interest in this specific position will be considered.

These individuals must possess the basic qualifications for the position and must also have submitted an expression of interest for this position through the internet or related electronic data technologies.

Crane Payment Innovations is committed to hiring a diverse workforce.

Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

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