Quality Manager- Customer Satisfaction

Company: cesna
Location: Kokomo
Posted on: March 18, 2023

Job Description:

JOB DESCRIPTION - - -
The Customer Satisfaction (CS) Manager StarPlus Energy Battery Joint Venture is responsible for Customer Quality and also all aspects tied to engineering, product changes, suppliers, production, improvements, and launches are channeled through this organization.The CS Manager will be primary contact for the end item customer interface regardless of the issue of concern. This individual will report directly to the Director of Customer Quality at StarPlus Energy. This position will be leading a diverse team of salary high-level technical workforce responsible for customer interface, component failure analysis, warranty performance for High Voltage Advanced Battery Manufacturing. The Customer Satisfaction Manager will be lead point of contact for all customer support activity including the management of all 0 km and customer field/warranty issues. -Additionally, the position will manage all OE customer quality metrics and Key Process Indicator (KPI) with respect to High Voltage Battery Modules. The CS Manager is also responsible for the management and timely completion all failure analysis of modules, cell or various components.This position is key interface for all external points of contact when dealing with quality and reliability, and potential interface with outside external agencies. Support the StarPlus Energy company's quality management system related processes and contribute to achieving operational and strategic decisions. Contribute to the quality objectives in order of satisfaction interested parties. Cooperate with the company's departments to ensure that customer needs are fulfilled. Focusing on enhancing and maintaining customer satisfaction level and providing customer care. Ensuring customer requirements are met and access to the customer portal. Ensuring the promotion of customer focus throughout the organization. Handling, coordinating and responding to Customer Complaints, participating in failure analysis. Define and handling those risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed. Determination, understanding and consistently meet customer and applicable statutory and regulatory requirements. Full coordination of PPAP and validation processes (first sample, re-qualification), documenting sample results. Additional responsibilities will include but are not limited to the following. -
ROLES AND RESPONSIBILITIES
--- - - -Oversee all aspects of Customer Quality and End Item Product Performance
--- - - -Responsible for overseeing Failure Analysis Lab - all aspects: budget, scheduling prioritization
--- - - -Responsible for overseeing, Field Quality Engineering and Customer Satisfaction Engineering Personnel -
--- - - -Preparation and presentation of Quality Performance Reports to Quality Leadership & Customer -
--- - - -Manage white collar technical workforce, ensure supervisors scheduling
--- - - -Establish business / organizational Key Process Indicators (KPI) and define critical Key Action Indicators (KAI) to support successful fulfillment of KPIs
--- - - -Work with OE customers to identify and manage of all their KPI's and KAI's related to HV Battery Module -
--- - - -Develop processes to ensure the full understanding of all customer systems and process for the management of quality issues and metrics. -
--- - - -Develop methodology to track all containment and corrective action required to successfully Nonconforming material delivery and field warranty events -
--- - - -Ensure on time completion of all validation activities with respect to product and process changes to support both internal and external customer timing. -
--- - - -Lead investigation and root cause analysis of non-conformances by completing all Failure Analysis to meet and exceed both internal and external customer expectation. -
--- - - -Provide technical direction for senior management both internal and external customers on identification, containment and disposition of emerging quality issues. -
--- - - -Lead technical discussions with internal, external and government regulatory compliance group on potential battery module issue.
--- - - -Provide recommendation with utilizing full organization capability in Failure Analysis and appropriate statistical methodologies to ensure correct level confidence and reliability. - -
--- - - -Develop, implement, and monitor recommended actions to achieve all organizational and customer business and quality goals utilizing appropriate data analytic methodologies.
--- - - -Facilitate and collaborate with cross-functional departments to eliminate internal systemic waste. -
--- - - -Work closely with key stakeholders to provide delivery according to schedule
--- - - -Manage multiple priorities and deliver internal and external results on time
--- - - -Work closely with internal and external stakeholders to improve the performance of incoming material quality
AREAS OF LEADERSHIP AND TECHNICAL ABILITIES
--- - - -Action / Results oriented: Problem solving, positive attitude, open minded, deliver projects on time with high quality
--- - - -Strong presentation skills to clearly articulate: business problems, analytical approaches, potential solutions & recommendations
--- - - -Ability to draw conclusions and make recommendations per organizational goals
--- - - -Ability to anticipate "what if" scenarios
--- - - -Executive level of written and verbal communication skills
--- - - -Self-motivated: energetic, enjoys working at quick pace
MINIMUM JOB REQUIREMENTS
--- - - -Bachelor of Science Degree in Chemical or Electrical Engineering from an ABET accredited university or equivalent. (Bachelor's degree in Aerospace/Aeronautical, Mechanical, Materials, Metallurgical, or Mechatronics may also be considered with technical industry experience)
--- - - -Minimum of 10 years of managerial experience with strong foundation in quality systems and supplier quality management
--- - - -Excellent organizational, written, and oral communication skills
--- - - -Excellent interpersonal skills and ability to interface with various level of employees within all areas of the organization including hourly employees to Senior Leadership
--- - - -Ability to build effective cross functional relationships internally and externally
--- - - -Demonstrated ability of managing highly skilled / technical problem-solving teams -
--- - - -Demonstrated ability to manage and succeed at a strategic and corporate level
--- - - -Ability to coach / mentor / develop management level personnel to ensure top performance
--- - - -Must have a good working knowledge of Microsoft Office
PREFERRED JOB REQUIREMENTS -
--- - - -Master of Science Degree in Chemical, Electrical, Aerospace/Aeronautical, Mechanical, Materials Engineering.
--- - - -Experience in continuous improvement systems and lean manufacturing
--- - - -Six Sigma Black Belt / Shainin Red X Certification
--- - - -Experience with the AIAG Advanced Quality Planning and Control Plans, FMEA, Production Part Approval Process, MSA, and SPC (Statistical Process Control)
--- - - -Experience with quality certification and system such as ISO9001/IATF16949 is required
--- - - -Extensive knowledge in Data Analytics utilizing MS Excel, MS Access or other database applications
--- - - -Good working knowledge of Google Suite software programs
--- - - -ASQ Certification in Quality and Reliability
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Keywords: cesna, Kokomo , Quality Manager- Customer Satisfaction, Executive , Kokomo, Indiana