Mission for Corporate Quality Leader

Build quality teams across all divisions that will consistently achieve our quality targets, communicate effectively, drive continuous improvements and work effectively with all organizational functions (Operations, Technology, Sales, Marketing, and Finance) to provide unsurpassed value and support to our customers.

Org Development 20%

• Achieve Weekly 10 promises and commitments and lead engagement and accountability of team promises.
• Interface effectively with other functions to maximize success and increase expertise across the entire organization (Operations, Purchasing, Marketing, Sales, Technology and Finance) as measured by annual 360-degree feedback

Core Results – Corporate Quality Excellence 40%

• Standardize our corporate quality management practices and processes across all divisions and continue to incorporate new tools, methods, root-cause investigations, and metrics to further enhance employee awareness and reduce quality complaints.
• Identify systemic quality issues by site and work with site team to reduce impact by 10% YOY.
• Facilitate monthly corporate quality metric review meeting, ensuring accuracy of data and appropriate focus and understanding of critical issues. Redesign meeting to include additional discussion around root cause analysis and best practices by end of 2019.
• Meet or exceed corporate targets for monthly plant quality metrics as determined by corporate objectives and document and report all monthly non-plant controllable claims. Own development of corporate objectives and metrics each year.
• Manage escalated claims for each site location, by clearly and urgently communicating issue and progress to key stakeholders which could include: customer, BDMs, plant manager, customer service, SLT & ELT

Core Results – Site Technical Support 30%

• Work with Customer Service and Product Development teams to answer technical support questions from customers, taking lead in RCA and corrective action/resolution plans and communication back to customer.
• Effectively manage all customer complaints and related activities ensuring site initial response within 24 hours and complaint closure within 30 days.
• Attend distributer and end user sites as requested to complete on-site technical field support for our customers in conjunction with operations, sales and marketing.
• Ensure Quality Control Plans are consistent with Product Specifications and effectively implemented in local Operations.
• Support purchasing in the facilitation and management of supplier quality issues, driving sustained supplier performance.

Enterprise Projects 10%

• Actively contribute to new product development initiatives by providing Voice of Customer, quality control planning input, and other responsibilities defined by the project leader.
• Ensure Quality Control Plans are developed, validated for effectiveness, and implemented at Commercialization in support of Technical project time lines.