Customer Quality Manager

Quality Wood Dale, Illinois


Description

Position Overview:
The position will focus on activities that promote overall customer satisfaction, business segment growth, strengthened customer relationships through resolution of customer issues, process improvements, and compliance activities to relevant standards.
The ideal candidate has a history of success interacting with customers in a quality capacity, knowledge of quality systems and automotive requirements, leading and mentoring teams, and driving cross functional initiatives to support financial goals.
Main Responsibilities:
 Understand customer business landscape (markets, locations, products, processes) to support anticipation of customer needs and alignment of processes and quality services to drive customer satisfaction and business growth.  Establish and maintain effective relationships with customers and business segment teams.
 Identify customer quality needs, create and execute plans to address.  Drive escalation of customer issues, coordinate key resources in the escalation process, and project manage the customer issue until its resolution.
 Participate in customer QBRs (Quarterly Business Reviews), NPD (New Product Development) and other customer focused initiatives to ensure quality expectations derived from these are met.
 Ensure appropriate responses to customer s for formal (8D) and informal quality requests are provided.
 Support requests from a variety of internal stakeholders to address and resolve concerns impacting customer satisfaction and performance.
 Lead internal departments and/or suppliers through root cause investigation.
 Identify opportunities to reduce TCQ (Total Cost of Quality).
 Identify business process improvements utilizing Lean Six Sigma principles for continuous improvement and problem solving.  Meet quality assurance financial objectives by estimating requirements, supporting preparation of the annual budget, scheduling expenditures, analyzing variances and initiating corrective and preventive actions.
 Create and manage reports to track internal and external KPI’s (Key Performance Indicators).
 Assist with audit preparation and execution of customer audits. Quality Engineering Manager
Reports To: Director of Quality Services, Americas Optimas is seeking a highly proactive individual who is equal parts analytical, process driven,
Project oriented and relationship focused to manage the Quality Engineering Team for the
Americas business segment. The Quality Engineering Manager works directly with the business segment leadership and other internal resources in a customer-facing role to deliver
superior quality performance.
 Devise engagement plans that consider customer business goals and map quality capabilities to achieve these goals.  Support consistent implementation, auditing, and evaluation of company operating
processes, procedures, forms, manuals, and tools.  Develop and train a team of 5+ quality engineers and technicians.
Job Description
2 Human Resources
Qualifications:
 Bachelor’s degree in Science/Engineering.
 Extensive Quality Management Systems experience.
 10 years relevant experience in a manufacturing environment (or managing manufacturing suppliers) with 5 years of customer facing responsibilities.
 Significant experience with continuous improvement processes (5 why, Root Cause Analysis, CAPA).  Lead Auditor Qualification preferable (TS 16949, VDA 6.3, ISO 9001).  Working knowledge of Core Tools (APQP, FMEA, Control Plan, MSA & PPAP, CAPA).  Knowledge of Six Sigma methodology and related tools; Black Belt is a plus.  Process and industry knowledge.  Automotive experience preferred.  Fastener experience preferred, but not required.  Proficient in business software including PowerPoint, Excel, Word, Minitab, ERP.  Effective project management skills.  Excellent verbal and written communication skills.
 Spanish communications will be an added advantage.  Frequent domestic travel (car/air) 30%
 International travel to support business demands. 5% 1) Interpersonal Savvy. 2) Relationship Building. 3) Conflict Management. 4) Problem Solving. 5) Dealing with Ambiguity. 6) Process Management. 7) Drive for Results. 8) Responsiveness/Sense of Urgency. 9) High Sense of Accountability. 10) Timely Decision Making. 11) Decision Quality. 12) Directing Others.
13) Project Management
14) Managing and Measuring Work. Key Competencies:  Excellent interpersonall skills, with the ability to communicate effectively with individuals at all seniority levels both internally and externally.  Enhance department and organization reputation by accepting ownership for accomplishing a
variety of requirements to improve performance, and exploring opportunities to add valve.
Physical Demands / Travel: