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Quality Director

hace 3 meses

Santiago de Querétaro, Querétaro de Arteaga, México Crane Payment Innovations A tiempo completo

Have you ever used a self-checkout in a Walmart? Played the slots at a casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you've answered with a resounding "YES", then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide.From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by: > 2,000 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

The Quality Director can be based out of any of the following CPI locations:

US

Malvern, PA Mount Prospect, IL Williston, SC

Mexico

Queretaro

UK/EU

Buxtehude, Germany Geneva, Switzerland Manchester, United Kingdom

APAC

Shenzhen, China Shanghai, China Tokyo, Japan

WHAT YOU'LL BE DOING

The Director of Quality leads customer field product quality, APQP strategy, customer product satisfaction and is the primary liaison to the customer for product quality issues. This individual will define, create and execute standardized quality and continuous improvement strategy for the business. The Director leads all customer related quality and field issues to satisfactory customer and business centric resolution utilizing cross-functional resources.

This person ensures that correct quality practices and procedures are followed across the product lifecycle that maximize customer satisfaction (New Product Development, Launch, Field Performance/Failures, and Product Discontinuation). This individual ensures ownership for issues that are well placed and routine and escalates to appropriate manager(s) to execute a resolution. This role is responsible for ensuring proper use of the Crane Business System (CBS) tools.

Responsibilities and Duties

Customer Liaison for Product Quality Issues Primary lead/contact for customer quality, service, and product issues; liaison between sales force, technical support, customer service, engineering, manufacturing and product managementLead corrective and preventive actions that improve the total customer experienceLead root cause, containment, and corrective actions and implement process improvements for future mitigation in a timely mannerProactively communicate quality issues, actions, customer/financial impact and schedules across the internal organization and work with product management for external communicationCollaborate with technical support, compliance, supplier quality, and factory quality to measure, identify, and remediate customer quality issues Lead Customer Satisfaction/Field Quality Improvement: Lead global standardization and improvement of field quality performance metrics, data collection, measurement processes and toolsImplement standard process to monitor key quality parameters over the life of CPI products working with global service centers, tech support, technology, and customers.Develop and administer globally standard monthly reporting that identified key trends, out of bound metrics, and a clear prioritized remediation action plan with owners and datesDevelop standard quality plans, targets, performance, and systems for integration of new, acquired and startup products that maximize customer satisfactionAchieve CPI warranty cost objectives; drive warranty resolutionManage DPPM targets and COPQ metricsDevelop tools and metrics to correlate field issues with external factory or suppliersWork closely with SQA and factories to minimize potential field quality issues Manage Quality Systems and Process Implementation Drive the APQP (Advance Product Quality Planning) strategy across all CPI sitesDrive ISO compliance across all sites and begin to standardize common processes.Standardize global customer quality measures, metrics and reportingDevelop globally standard and robust field quality reporting with actionable priorities for Channel Leaders and Management Team (SAP, Service Management, CRM, CCR database, OOB systems, etc.)Administer (SAP, Sales Force, etc) procedures to execute quality containment, quarantine and holds as requested by the channel(s), factories, or distribution centersLiaison between customer and site quality audits Lead CPI to World Class Product Reliability: Work with Engineering to develop, implement, and administrate a process for routine evaluation of aged product performance and reliability against the product specification.Work with engineering to compare findings to historical warranty claims, costs.Assess warranty claims and field performance as compared to warranty provisions, make recommendations to proactively manage and minimize warranty costs

WHO WE'RE LOOKING FOR

Qualifications and Required Skills

Bachelor's degree in an Engineering discipline 5+ years working experience in a product management discipline with electro-mechanical, SW, FW products in a B2B environment Completed or about to complete an MBA program; Focus in product management or marketing – beneficial

Key Attributes for Success

High energy and enthusiasm level – winning attitude Strong influencing, analytical and problem-solving skills Excellent communication skills; verbal, presentation and written Ability to multi-task in a fast-paced matrix environment Ability to quickly establish credibility and decisiveness Self-starter capable of working independently while prioritizing multiple tasks to meet firm deadlines People oriented with sound judgment with the ability to balance other business considerations while also being a team player Excellent interpersonal and customer service skills; ability to interface with personnel from various departments and levels.

WHAT WE'RE OFFERING

Competitive salary Flexible work environments Defined career growth plans with opportunities to go outside of your "comfort zone" Savings fund Life insurance Grocery vouchers Tuition assistance Community involvement and volunteering events Opportunities to travel and work at our global sites