Director, Quality

Individual will lead Premier Customer Experience relationships with customers for all of Americas by ensuring management of scorecards and key improvement action identification.

A successful candidate will develop strong customer relationships and manage customer satisfaction metrics.

They will utilize a network of operations and engineering resources to evaluate products and processes, analyze root causes of deficiencies and ensure proper corrective actions are implemented in a timely manner.

They shall participate in cross-functional team efforts to make improvements to products and processes ensuring the highest quality products are delivered to the customer.

Markets served include transportation, network and motive power.

This position requires a thorough understanding of quality systems, ability to build strong customer relationships, the ability to lead and develop a team of Quality Professionals, and experience in managing in a cross-functional environment.

Responsibilities Act as the lead for the America’s with respect to quality initiatives, quality performance and customer quality expertise Maintain communication with customers and system integrators to obtain real-time “Voice of the customer” feedback Report monthly the Voice of the Customer (VOC) based on score cards/portal data for the customers which indicates quality status with a summary of non-compliance issues Manage / coordinate actions for improvement of VOC together with the engineering and manufacturing Support problem solving activity (8-D) deliverables together engineering and manufacturing Lead customer quality initiatives for all customers by working with the engineering and manufacturing to ensure compliance with customer and industry requirements Act as an escalation point for major customer issues for assigned customer Coordinate and manage timely containment and corrective action for major customer issues Review customer specific quality requirements for assigned customer and ensure compliance.

If needed, negotiate any exceptions Access online assigned customer quality & delivery portals to monitor performance indicators Work with Engineering and Manufacturing to identify and drive priorities to meet expected performance levels Provide communication to of these performance indicators and their potential opportunities and/or penalties Coordinate cross functional teams to deliver PPAP/PSW per customer requirements on time When requested, assist with negotiations with customers for the reduction or elimination of Parts-Per-Million data / Non-conformance tickets / excessive containment activities Conduct quality systems / line walk audits to customer specifications prior to customer visits and audits Provide constructive feedback and technical insight to drive effective corrective actions Track and report status of open issues Develop and manage key performance indicators for as delivered, early time in service, and end of life issues impacting warranty performance Determine annual warranty improvement strategies, goals, objectives, and key projects Ensure timely implementation of corrective actions to meet warranty improvement objectives Qualifications Education, Experience, Certifications: Minimum of 4 year technical degree in science, engineering or quality preferred 8-10 years related experience in quality in a manufacturing environment, preferably tier I automotive supplier Six Sigma Green Belt or Black Belt preferred Competencies, Skills, Knowledge: Demonstrated leadership skills Excellent customer liaison / contact experience Experience in manufacturing plants and processes Proficient in problem solving – root cause analysis, 5 why, etc.

Ability to communicate with senior levels both internally and externally Must be quality and customer oriented Knowledgeable in ISO / IATF16949 quality standards and Quality Operating Systems Knowledgeable in APQP methodology; Control Plans, FMEAs, MSAs, and PPAPs Able to work independently as well as in a team-oriented environment on multiple projects Strong verbal/written communication and interpersonal skills Strong computer skills –Windows based programs and Minita TRAVEL, ADDITIONAL REQUIREMENTS: Travel Expectations: ≤ 30%