Quality Manager I/II, Global Customer and Product Quality
1 month ago
Overview
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.
Responsibilities
Reporting to Director, Global Quality, this strategic leadership position will develop and execute the global strategy for best-in-class customer support on product quality matters, management of warranty % of sales against industry benchmarks and continuously drive down product quality incident rates. The role includes People Leadership, Customer Relationship Management, Warranty Management and Reporting, and Quality Engineering Leadership.
Responsibilities include but are not limited to:
- Establish, monitor and achieve results against department Key Performance Indicators (KPI) related to customer product quality, including call/email intake and responsiveness, warranty metrics, incident rate, etc.
- Maintain and improve MSA system (tools and procedures) for intake of customer quality-related complaints globally. Drive best practice and standardization, including resourcing and/or audit programs where appropriate, to ensure customer data entry is accurate, complete and robust
- Lead team to provide best-in-class customer service on quality-related matters, being a point of contact for escalated customers issues and collaborating with all partners, to ensure an excellent customer experience
- Responsible for the oversight of the MSA Warranty Management Program globally, including monitoring, reporting and continuously improving the processes and associated workflows. Accountable to meet targets for warranty expense globally and oversee projects to reduce and prevent warranty expense
- Facilitate change management and maintain stakeholder relationships internally and externally with regard to warranty policy adherence and changes
- Lead a technical team of quality engineers and other quality professionals in the capture and analysis of customer quality complaint data, including root cause analysis utilizing varying levels of statistical techniques and structured problem solving tools
- Ensure feedback loop is in place for incorporating learning from product field data into new product development, design enhancements on existing product, and manufacturing improvements
- Implement relevant reliability engineering methodologies to conduct analysis related to fielded product, product enhancements, and new products in targeted technologies and/or functionalities
- Lead team to manage quality disruptions robustly and with urgency, including at times on site at customer locations
- Responsible for the identification, hiring, and retention of a high-performing team. Accountable to deliver timely coaching, feedback and support to foster the development of individuals' skills and abilities
- Establish effective training, development, mentoring and/or experiences to ensure that team members understand product functionality to a technical level necessary for effective root cause analysis
- Accountable for representation from Quality in Product Safety matters
Required qualifications:
- Excellent analytical and critical thinking skills, including ability to coach on structured problem solving, such as 8D methodology and use of tools such as Ishikawa Diagrams, Poka Yoke and statistical techniques
- Excellent interpersonal skills demonstrated through communication style and engagement, and the ability to influence others.
- Strong financial acumen
- Knowledge of ISO9001 and Quality Management Systems
- Technical aptitude with ability to understand and disseminate technical information and data
- Project management experience including tracking, planning, working with large data sets, and making data-driven analytical decisions.
- Understanding of Advanced Product Quality Planning methods, including familiarity with Failure Mode and Effects Analysis (FMEA)
- Excellent communication and presentation skills - both verbal and written
- Bachelor's degree in technical, engineering, business field or other related degree
- Level 1 - At least 7 years of relevant quality experience. MS degree may be substituted for up to 2 years of relevant experience.
- Level 2 - At least 10 years of relevant quality experience , minimum of 2 years' experience in direct staff management. MS degree may be substituted for up to 2 years of relevant experience. Global experience a plus
- Experience in a global manufacturing multi-site organization
- Quality experience with product that combines hardware and software
- Experience of remotely managed people leadership and change management across multiple locations internationally
- Experience in Customer Relationship management especially quality issues
- Ownership of warranty expense and track record in warranty reduction
- Six Sigma Certification, and application in multiple completed projects
- Familiarization with SAP Quality Module
- Working knowledge of Advanced Product Quality Planning (APQP)
- Familiarization with reliability engineering tools and methodologies, such as Fault Tree Analysis (FTA), Highly Accelerated Limit Testing (HALT), Accelerated Life Testing (ALT), Design Failure
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