Major Duties and Responsibilities:

Manage the intake, clarification, assignment and closure of all customers and/or field personnel reported problems. Run daily meeting ensuring incoming issues are clarified and assigned to responsible functions. Work with cross-functional representatives ensuring issues are moving through the problem response workflow or are escalated when progress is insufficient. Provide investigation and problem-solving assistance wherever needed. Publish weekly management indicators on performance of the customer action tracking system (CATS) highlighting problem areas where intervention, escalation or additional resources are needed. Develop Key Performance Indicators (KPIs) for business processes that deal with in-process quality data, non-conforming material, customer returns and any other process that identifies quality problems or potential problems. Apply data analysis methods to interpret problems accurately and identify the right opportunities. Conduct causal analysis, alone or with stakeholders, and drive targeted corrective action. Work with third party suppliers, including logistics fulfillment centers, to develop or improve KPIs and drive Corrective and Preventive Actions for externally provided products and services. Maintains a documented QMS that dynamically changes with business needs and business processes and remains compliant with certified standards (ISO 9001, AS 9100). Ensures procedures reflect actual work practices that conform to requirements. Conducts QMS audits (internally and with external providers of products and services) and drives resolution of identified non-conformances. Assess the effectiveness of quality system elements to continuously improve to meet quality objectives.

 

Knowledge, Skills and Abilities:

Ability to identify and analyze data needed to assess quality performance, investigate adverse trends and problems and lead teams to quickly develop solutions. Strong problem-solving skills. High level of analytical ability and competent in the use of problem-solving tools such as 8D, DMAIC. Ability to work independently or with others on projects and function effectively in a team environment. Strong oral and written communication skills. Strong organizational skills. Technical expertise. Ability to interpret blueprints and engineering drawings per ASME Y 14.5. Excellent knowledge of computer analysis tools such as Minitab, Net inspect, Tableau, Excel etc. Innovative/creative thinking.

Education and Experience

Requires a bachelor's degree and 6 or more years of Quality and/or Production experience.