As an S&C Electric team member, you’ll work on projects that have real-world impact. You’ll help transform the grid for resilient and reliable power worldwide. S&C has more than a 100-year history of innovation and has been 100% employee-owned since 2012. We continue this legacy as a trusted, forward-thinking leader in the electrical industry. You will advance a safer, more reliable, and more resilient electrical grid. Our products help the grid adapt to severe weather and transition to clean energy. We’re big enough to be a respected industry leader but small enough for you to impact our company directly. Our commitment gives you opportunities to impact on and off the job positively. 

Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner!

Hours 

8:00 am – 5:00 pm (Mon-Fri) Onsite

Compensation

At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position in the United States can be found in the JOB INFO section below. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria.

 

Join Our Team as a Director-Customer Quality!

 

Are you passionate about customer quality? S&C Electric Company is seeking a dynamic individual to coordinate our quality engineering function. As a Director-Customer Quality, you’ll be crucial in ensuring smooth operations and supporting our diverse team. The Director - Customer Quality is responsible for defining and implementing the strategic vision for customer-focused quality initiatives. Acting as the primary advocate for the customer, this role ensures that all products and services delivered align with or exceed customer expectations. By leveraging cross-departmental collaboration and advanced quality methodologies, this position drives initiatives that enhance customer satisfaction and leverages advanced data analytics to drive decision-making. They lead a team to monitor product health, implement quality metrics, and deliver actionable insights to enhance customer satisfaction and product reliability. 

 

Key Responsibilities:

Customer-Centric Quality Strategy: Develop and execute a strategic roadmap for customer quality initiatives, aligning organizational goals with customer satisfaction metrics. Leverage customer feedback to influence company-wide quality objectives. Cross-Functional Quality Leadership: Partner with engineering, manufacturing, and supply chain teams to integrate customer requirements into product and process design. Ensure cross-functional alignment on quality standards and deliverables. Customer Escalation and Resolution: Oversee the resolution of critical customer quality issues, ensuring timely and effective corrective actions. Lead high-visibility projects to address systemic quality challenges and foster trust with key stakeholders. Quality Metrics and Continuous Feedback: Implement robust mechanisms for capturing and analyzing customer quality data, including satisfaction surveys and product health metrics. Translate insights into actionable strategies for improvement. Subject Matter Expertise: Serve as a subject matter expert in Customer Quality, staying abreast of industry best practices, standards, and technological advancements and ensuring the greater quality function is well-versed in the latest quality methodologies and tools, facilitating a high level of technical proficiency.  Root-Cause Analysis: Lead an advanced problem-solving process that uses various systematic techniques to identify root causes of quality issues, communicating necessary enhancements to cross-functional teams to implement effective countermeasures.  Continuous Improvement: Analyze quality feedback and metrics to identify trends and improvement opportunities. Set team targets for various KPIs and collaborate with production groups to recommend quality targets. Implement a data-driven decision-making process to enhance overall product quality and operational efficiency.  QA System Support: Manage the meticulous documentation of quality processes, ensuring alignment with organizational objectives and internal and external compliance requirements. Provide strategic guidance for regular review and updates, incorporating changes in processes, standards, and best practices to maintain a compliant and dynamic quality management system.  Leadership & People Management: Lead, inspire, and develop a high-performing team. Role model appropriate and professional workplace behaviors, address/mediate conflicts to restore harmony, and support a positive, healthy, and inclusive workplace culture in accordance with S&C’s mission, vision, values, and guiding principles. Manage departmental administrative team member processes, including but not limited to recruitment, induction, vacation management, performance reviews, performance improvement plans, and workforce/succession planning. Proactively establish, monitor, and hold team members accountable to clear responsibilities and accountabilities, provide ongoing performance feedback, both positive and developmental, address performance gaps promptly, recognize and reward achievements, and initiate decisions for corrective actions and terminations where required. Foster a culture that supports the growth and development of team members and proactively train, mentor, and coach team members.  Thought Leadership: Provide thought leadership and best-practice direction to the quality assurance team, ensuring the execution of quality goals that contribute towards the larger goals of S&C.  Compliance: Understand and comply with all applicable content standards, brand guidelines, company policies, and rules.  

 

What you’ll Need To Succeed:

·         Bachelor’s degree in Engineering, Operations, Business, or a related field.  

10+ years of progressive experience in a customer-facing quality leadership or related role in the electrical industry.  In-depth understanding of customer relationship management (CRM) systems and their integration with quality frameworks. Expertise in project management methodologies tailored for customer-focused initiatives. Advanced knowledge of customer satisfaction measurement tools and metrics, including hands-on experience in gathering and evaluating key customer data. Strong experience in managing complex customer escalations and negotiations. Familiarity with regulatory standards impacting customer quality. Commitment to fostering a culture of continuous improvement and innovation within the quality assurance function.  Great project management skills, able to successfully lead project teams through ambiguity and constantly changing business needs.  Sound organizational and multitasking skills, with demonstrated ability to manage multiple priorities in a fast-paced working environment.  Great leadership skills with an ability to lead, guide, motivate, and delegate to deliver results, build teams and capabilities, embrace change, drive decisions and results, embrace culture and inclusion, and exhibit integrity.  Excellent attention to detail with an analytical mindset and excellent problem-solving skills.  Sound interpersonal skills to establish meaningful relationships built on mutual trust and respect, navigate and resolve conflict, moderate behaviors, and foster collaborative working relationships amongst a diverse audience.  Excellent communication skills (written, verbal, listening, and presentation). Able to liaise with key stakeholders outside the quality function in technical and non-technical roles and present compelling information to achieve buy-in.  Sound financial acumen and numerical ability to manage budgetary resources to maximum effectiveness.  Proficient in Microsoft Office Applications (Outlook, Word, PowerPoint, Excel, etc), including excellent Excel skills and experience using Power BI.  

 

Preferred:

Certified Quality Engineer (CQE) Certification from ASQ Six Sigma Black Belt or Green Belt Certified Quality Engineer (CQE) / Certified Manager of Quality (CMQ) ISO 9001 Lead Auditor Experience in a large (2+ billion-dollar revenue) B2B manufacturing company

 

S&C Electric is committed to equal-opportunity employment. All employees and applicants will be considered without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at TAsupport@sandc.com. 

No fixed deadline

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