Quality Manager- Customer Satisfaction
Company: cesna
Location: Kokomo
Posted on: March 18, 2023
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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
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