Director Of Quality and Customer Service

R. C. TWAY COMPANY, LLC

Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we’re committed to attracting and retaining top talent.

This role provides vision and leadership in the development and implementation of the company’s Quality Systems, Process Control, and Customer Service. The successful candidate must have extensive knowledge of manufacturing processes, industry trends and quality systems, and demonstrate proven ability to deliver excellent customer service.

Position Key Accountabilities:

• Mentor and Coach Quality Manager and Field Service Manager.
• Responsible for planning, implementing and maintaining formal quality systems at AMST.
• Collaborate with Sales, Operations, Engineering and Customer Service departments to measure and improve customer satisfaction and service, by implementing strategies that reduce cost and enhance brand image. This may include extended warranty programs, Customer Service expansion and other customer centric initiatives.
• Implement sound business leadership with P&L responsibility for soft-segmented Field Service Department.
• Implement “Operations Excellence” processes for Field Service operations growth, while minimizing overhead costs.
• Analyze the needs of specific departments.
• Establish, maintain, and improve process systems to assure compliance with design standards.
• Track and manage customer complaints that are escalated from either sales or customer service and engage all necessary departments to achieve the best resolution.
• Support the organization’s continuous improvement initiatives, by participating in implementing systems used to assure CI gains are built into standard work procedures, while assuring that gains are not lost over time.
• Monitor, measure, and set strategies to reduce warranty and internal rework, and to provide a superior customer service experience, while taking proactive steps to maintain internal positive attitudes so that customer receives a positive experience.
• Lead the identification of training gaps and design programs for improvement necessary for exceptional quality and delivery performance.
• Set strategies to audit, qualify and approve vendors, coordinate vendor correction actions and assure adherence to AMST and industry standards.
• Oversee the development and implementation of companywide initiatives that improve customer relations and brand loyalty.
• Identify customer needs, respond to customer queriers, and collaborate with internal departments to develop better business practices that optimize customer services and brand awareness.
• Align customer experience strategies with marketing initiatives, as well as informing customers about manufacturing status and available services.

Qualifications:

• Fifteen plus years of progressively responsible experience managing all aspects of manufacturing quality system management.
• BA/BS Degree in related field preferred
• Proven leadership in identifying, defining and promoting quality systems and process control throughout the business organizations.
• Excellent project management skills with the ability to lead multiple concurrent projects.
• Able to remain highly flexible to constantly changing conditions while moving forward toward long-term goals. Must be adaptable to moving priorities, business and technical needs.
• Strong interpersonal and communications skills, flexibility, ability to plan and organize, responsiveness, creativity. Ability to communicate technical concepts to technical and non-technical audiences; solid writing skills.
• Proven strong interpersonal skills while dealing with customers. Demonstrated ability to deescalate emotions to resolve problems.
• Exceptional interpersonal skills and a client-centered approach.
• Superb communication, collaboration, and problem-solving skills.
• Analytical skills to properly assess data and determine root causes. Identify trends and patterns in data and information.

Fundamental Irreplaceable Behavior Values:

Interpersonal Skills: Easy to get along with; Treats all people with dignity and respect; displays kindness; shows interest in others; gives others appreciation and encouragement; common courtesy; Always approachable; never rude; Aware of and sensitive to what other people are feeling; Is at ease with people at all levels; Does not belittle the opinions or work of other people, regardless of their status or position; Deals effectively with a diverse workforce; Demonstrates a high degree of “emotional intelligence”; Truly values and genuinely likes people; Treats others with respect and as important person; Is unselfish and meets the legitimate needs of others; Serves others.

Ethics and Integrity: Sets High Standards. Admits mistakes in spite of the potential for negative consequences; Presents unpleasant or disagreeable facts in an appropriate manner; Keeps promises; meets goals and deadlines; Avoids situations and associations that could be considered inappropriate; Honest in all dealings; Upholds and models organization’s values; Does what you say you will do; Is forgiving when wronged.

Business Demeanor / Temperament: Displays a positive attitude and optimism about the work to be done, the people he or she works with, customers, management, and company policies; Has a constructive sense of humor; Maintains a calm temperament and pleasant demeanor; Shows self-control; Doesn’t spread gossip or rumors; Acts as a positive influence on others; Is courteous, patient, cooperative, and helpful; Is humble, never boastful or arrogant.

Accountability: Accepts personal responsibility for the quality and timeliness of his/her work; Acknowledges and corrects mistakes; Doesn’t make excuses or blame others for errors or problems; Carries his/her fair share of the workload; Does what he/she commits to doing.

This role provides vision and leadership in the development and implementation of the company’s Quality Systems, Process Control, and Customer Service. The successful candidate must have extensive knowledge of manufacturing processes, industry trends and quality systems, and demonstrate proven ability to deliver excellent customer service.

Position Key Accountabilities: 

• Mentor and Coach Quality Manager and Field Service Manager.
• Responsible for planning, implementing and maintaining formal quality systems at AMST.
• Collaborate with Sales, Operations, Engineering and Customer Service departments to measure and improve customer satisfaction and service, by implementing strategies that reduce cost and enhance brand image. This may include extended warranty programs, Customer Service expansion and other customer centric initiatives.
• Implement sound business leadership with P&L responsibility for soft-segmented Field Service Department.
• Implement “Operations Excellence” processes for Field Service operations growth, while minimizing overhead costs.
• Analyze the needs of specific departments.
• Establish, maintain, and improve process systems to assure compliance with design standards.
• Track and manage customer complaints that are escalated from either sales or customer service and engage all necessary departments to achieve the best resolution.
• Support the organization’s continuous improvement initiatives, by participating in implementing systems used to assure CI gains are built into standard work procedures, while assuring that gains are not lost over time.
• Monitor, measure, and set strategies to reduce warranty and internal rework, and to provide a superior customer service experience, while taking proactive steps to maintain internal positive attitudes so that customer receives a positive experience.
• Lead the identification of training gaps and design programs for improvement necessary for exceptional quality and delivery performance.
• Set strategies to audit, qualify and approve vendors, coordinate vendor correction actions and assure adherence to AMST and industry standards.
• Oversee the development and implementation of companywide initiatives that improve customer relations and brand loyalty.
• Identify customer needs, respond to customer queriers, and collaborate with internal departments to develop better business practices that optimize customer services and brand awareness. 
• Align customer experience strategies with marketing initiatives, as well as informing customers about manufacturing status and available services.

Qualifications:

• Fifteen plus years of progressively responsible experience managing all aspects of manufacturing quality system management. 
• BA/BS Degree in related field preferred
• Proven leadership in identifying, defining and promoting quality systems and process control throughout the business organizations.
• Excellent project management skills with the ability to lead multiple concurrent projects.
• Able to remain highly flexible to constantly changing conditions while moving forward toward long-term goals. Must be adaptable to moving priorities, business and technical needs.
• Strong interpersonal and communications skills, flexibility, ability to plan and organize, responsiveness, creativity. Ability to communicate technical concepts to technical and non-technical audiences; solid writing skills.
• Proven strong interpersonal skills while dealing with customers. Demonstrated ability to deescalate emotions to resolve problems.
• Exceptional interpersonal skills and a client-centered approach.
• Superb communication, collaboration, and problem-solving skills.
• Analytical skills to properly assess data and determine root causes. Identify trends and patterns in data and information.

Fundamental Irreplaceable Behavior Values:

Interpersonal Skills: Easy to get along with; Treats all people with dignity and respect; displays kindness; shows interest in others; gives others appreciation and encouragement; common courtesy; Always approachable; never rude; Aware of and sensitive to what other people are feeling; Is at ease with people at all levels; Does not belittle the opinions or work of other people, regardless of their status or position; Deals effectively with a diverse workforce; Demonstrates a high degree of “emotional intelligence”; Truly values and genuinely likes people; Treats others with respect and as important person; Is unselfish and meets the legitimate needs of others; Serves others.

Ethics and Integrity: Sets High Standards. Admits mistakes in spite of the potential for negative consequences; Presents unpleasant or disagreeable facts in an appropriate manner; Keeps promises; meets goals and deadlines; Avoids situations and associations that could be considered inappropriate; Honest in all dealings; Upholds and models organization’s values; Does what you say you will do; Is forgiving when wronged.

Business Demeanor / Temperament: Displays a positive attitude and optimism about the work to be done, the people he or she works with, customers, management, and company policies; Has a constructive sense of humor; Maintains a calm temperament and pleasant demeanor; Shows self-control; Doesn’t spread gossip or rumors; Acts as a positive influence on others; Is courteous, patient, cooperative, and helpful; Is humble, never boastful or arrogant.

Accountability: Accepts personal responsibility for the quality and timeliness of his/her work; Acknowledges and corrects mistakes; Doesn’t make excuses or blame others for errors or problems; Carries his/her fair share of the workload; Does what he/she commits to doing.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.

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