Role Summary
- Lead efforts to reduce internal defects, scrap, rework, and customer complaints by driving root cause problem solving, corrective and preventive actions, process audits, and quality improvement initiatives.
- Work closely with operations, engineering, maintenance, and support teams to identify risks early, improve process capability, and strengthen quality at the source throughout the plant.
- Use data, trend analysis, and structured problem solving to create sustainable improvements that improve both product quality and customer satisfaction
Key Responsibilities
- Lead customer quality performance by driving prompt response, investigation, and resolution of customer complaints, claims, and product issues.
- Partner with internal teams to identify recurring customer issues and implement permanent corrective actions to prevent repeat failures.
- Lead plant efforts to improve internal quality performance by reducing defects, scrap, rework, and process variation.
- Drive a proactive quality approach focused on prevention, early detection, and process control rather than reactive inspection.
- Oversee product audits, in-process checks, and finished goods quality processes to ensure products meet specifications before shipment.
- Lead root cause analysis, corrective action, and preventive action activities for quality issues, non-conformances, and process deviations.
- Use data, audits, and observations to identify risks early and drive actions before issues impact the customer.
- Facilitate cross-functional quality improvement projects that support plant goals for quality, service, and cost.
- Develop and lead the quality team through coaching, training, performance management, and technical support.
- Maintain and improve the Quality Management System and support customer, regulatory, and internal audits.
Qualifications and Skills
- Bachelor’s degree in Engineering or related field preferred.
- Minimum 4+ years of experience in quality, manufacturing, or process improvement leadership roles.
- Prior experience leading customer quality, internal quality systems, and defect reduction initiatives in a manufacturing environment.
- At least 3 years of people leadership experience, with proven ability to coach, develop, and lead teams.
- Strong knowledge of quality systems, audits, inspections, root cause analysis, and corrective/preventive action processes.
- Strong analytical, troubleshooting, communication, and cross-functional collaboration skills.
- Customer-focused, proactive, organized, and results-oriented with the ability to manage multiple priorities in a fast-paced manufacturing environment.