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Director, Quality Systems and Customer Satisfaction

2 months ago

Pittsburgh, Pennsylvania, United States Emerson Full time

If you are a Quality Management System and Customer Satisfaction professional looking for an opportunity to grow, Emerson has an exciting opportunity for you to join our Power & Water Solutions (PWS) business in Pittsburgh, PA.

This position is fully responsible for the entirety of the PWS Quality Management System and Customer Satisfaction programs. This leader will lead all facets of the quality management system, drive quality initiatives that meet or exceed customer requirements for safety, performance, reliability, and robustness while driving a culture of continuous improvement and customer satisfaction.

At Emerson Power & Water Solutions, we help customers in the world's most critical industries address the challenges of modern life. As an industry-leading controls automation company, we drive innovation that makes the world healthier, safer, and more sustainable. Emerson's five decades of power and water expertise embedded within the OvationTM distributed control system (DCS) forms a reliable and innovative platform that evolves with rapidly changing technology to help improve plant reliability.

In this Role, Your Responsibilities Will Be:

  • Maintain ISO certification and associated Quality Management System (QMS) in accordance with ISO requirements
  • Lead internal process and procedure audits, supplier quality audits, external ISO audits and customer audits, in compliance with the ISO standard
  • Design and maintain the critical Customer Satisfaction metrics, identify annual goals, and implement appropriate corrective actions when measures are below goals
  • Manage the Quality team's budget for internal and ISO audit programs
  • Support the New Product Development (NPD) process during Product Design Software and Hardware gate reviews
  • Responsible for QMS Management Reviews with senior management as ISO Management Representative
  • Collaborate and coordinate with teams in Lifecycle Services, Product Development, Projects, Supply Chain, Operations and Technology, in relation to mitigating potential global quality issues
  • Develop and implement continuous improvement programs for Product Warranty Issues, Customer Disruptive Events, and Cost of Quality (COQ). Lead the organization through root cause analysis and identification of corrective and preventive actions as necessary
  • Act as Product Safety Officer and Records Retention Officer
  • Own and Approve QMS manuals for all PWS departments covered in the Quality program
  • Other responsibilities as assigned

Who You Are:

You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with customers. You readily distinguish between what's relevant and what's unimportant to make sense of complex situations. You formulate a clear strategy and map aggressive steps that will accelerate the organization toward its goals.

For This Role, You Will Need:

  • Bachelor of Science in Engineering or Computer Science Supply Chain Management, Engineering (Mechanical, Electrical / Process Technology) or similar technical program, or equivalent combination of education and experience
  • 10 years of relevant experience in a product-based, solutions-focused business, focusing on resolving domestic and international customer satisfaction issues
  • Strong communications skills and the ability to network and develop relationships across the organization
  • Legal authorization to work in the United States without sponsorship now or in the future

Preferred Qualifications that Set You Apart:

  • Quality Assurance certification, such as Six Sigma, ASQ Quality Management, or ISO Auditor Certification
  • Experience with process control systems (DCS, PLC, SCADA) as applied in process or utility industries (chemical, oil and gas, pharmaceutical, power and water, refining, etc.), preferred
  • Experience with leading and/or participating in internal and customer audits
  • Experience in hardware or software development and testing, project execution or manufacturing preferred
  • Management or leadership experience in a technical organization preferred
  • Experience in Automation Technology and familiarity with Process Automation Industry
  • Experience in developing, implementing, securing registration for and maintaining an ISO registered quality system
  • Keen ability for problem solving and leading issue investigations to drive continuous improvements

Our Offer To You:

Flexible Work Schedule - Remote Work Option

This role has the flexibility of working remotely up to three days a week. Our teams work together to ensure our chosen work schedules enable our creativity and productivity as we serve the needs of our customers.

We recognize the importance of employee wellbeing and know that to do your best you must have flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide, a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Learn more about our Culture & Values ) and about Diversity, Equity & Inclusion at Emerson ) . Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship and coaching, project management, and on-the-job training.

#LI-Hybrid

#LI-SD1

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems — for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

Work Authorization

Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team – let's go

No calls or agencies please.

Requisition ID :

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.