Directs and coordinates activities of Technical Services department within the manufacturing organization concerned with providing customers technical and product service, with feedback used to drive quality improvements. Also, works with Sales to ensure timely commissioning of product as required by contract. Proactively plans and directs activities concerned with development, implementation, and maintenance of quality standards for manufacturing processes, materials, and products. Create and coordinate a list of goals and objectives for the department that coincide with the annual, short-term, and long-term goals of the organization.
Accountable for ensuring a wide variety of Customer Satisfaction reports are developed and maintained with appropriate measurements. Manage the Technical Service Department as efficiently as possible to reduce and control all costs. Reduce business annual warranty costs, and work with production and quality to reduce the internal costs associated with poor workmanship, design, and procedures/results. Strengthen Hobart Ground Systems overall quality by being proactively involved in leading and improving the systems, the documentation, the execution, and the processes.
Oversee the development of equipment training courses; plan and schedule customer training classes as well as evaluate and certify Instructor qualifications . Develop, implement, and review procedures consistent with customer responses, quality procedures, and ISO 9001 requirements. Coordinate customer responses and corrective and preventive action efforts. Ensure customer response and warranty repair and initiate corrective-preventive actions.
Create, maintain, and manage a comprehensive and complete database of relevant information relating to customer complaints, warranty expenses (part costs, travel costs, etc.), quality issues, etc. Work with the team to simplify and/or improve the systems and internal/external documentation (including manuals, etc.) where needed to create the required results. Make recommendations for improvement and proactively lead discussions, meetings, etc. utilizing this data.
Coordinates as technical/quality liaison between management, production department, sales department, and customers with enforcing developed quality procedures and policies with regards to product assembly/design practices. Proactively lead discussions, meetings, process reviews, Trip Report discussions, quality issues, etc. on a frequent and “as needed” basis involving cross-functional teams. Define, document, and communicate the issues, path forward (plan), and conclusions.
Develops program and procedures related to customer-owned materials returned for repairs (RMA) (billable or warranty) Participate and contribute in other areas of the business and other tasks as required. Able to direct, supervise, and review employees in Customer Service Departments, and assist in developing a culture of continuous improvement within facility. Technical degree preferred, as well as Quality system experience and document preparation. Prefer previous service/technical and supervisory related position in a manufacturing environment, Quality-based programs such as process control, corrective-preventive actions, benchmarking, continuous improvement and development of product/process/test audit checklists.
MS Office software including PowerPoint and Access. Ability to communicate effectively and professionally with all levels of employees and management using varying methods including memos, reports, e-mail, and meeting attendance. Assist in improving the “teamwork and team spirit” of the organization through proactive involvement Ability to handle multi-tasking functions, and handle varied personalities.
ITW - 22 months ago
Illinois Tool Works (ITW) hammers out more than just tools, and it operates well beyond the Land of Lincoln. With operations in about...