Quality Manager

Essential Duties and Responsibilities

• Build and maintain strong working relationships with customers to understand their needs and concerns.
• Establish and maintain standardized processes and practices between all DRC manufacturing facilities.
• Act as DRC customer contact for all inquiries, escalations, and resolutions of issues relating to products in the field.
• Own communications with customers regarding warrantable issues.
• Oversee LMA (lead, manage, hold accountable) of Quality personnel.
• Accountable for decision-making on warrantable issue dispositions.
• Track the cost of warranty items.
• Create metrics and reports to identify trends requiring intervention and to execute those interventions.
• Work closely with the Quality Engineer and Field Service Team to resolve customer needs.
• Develop and implement strategies and processes to improve efficiency and effectiveness.
• Lead and direct multi-departmental work for execution of warranty fixes (designing, building, and installing replacement parts)
• Lead and direct multi-departmental work for root cause analysis and execution of countermeasures.
• Provide feedback to and work with other departments for continuous improvement opportunities/lessons learned from warranty items.
• Perform supplier quality audits and onboarding, in collaboration with purchasing and engineering teams.
• Work closely with Quality Engineer to establish and enforce quality standards and support activities.
• Document, manage, and improve the internal audit program, which includes the coordination of auditor training and monitoring of auditor performance.
• Establish and maintain ISO 9001 compliant system.
• Participating in the ISO Internal Audit activities
• Perform other tasks as assigned.

Job Requirements & Physical Demands

• Excellent interpersonal, customer service, and both written and verbal communication skills.
• Outstanding attention to detail.
• Strong analytical and problem-solving skills.
• Must be self-motivated and team orientated.
• Must be able to visualize solutions using 3D design concepts and manufacturing methods.
• Knowledge of machine tool processes and capabilities.
• Able to research and implement cost effective solutions.
• Light physical demands, some reaching, standing, bending, lifting, and prolonged sitting.
• The ability to drive between five local manufacturing facilities (three in Melrose Park and two in Elk Grove Village) to perform duties. Clean driving record required.
• Maintain regular and reliable attendance and punctuality; the typical hours for this position are 45-55 weekly, with additional hours as needed Monday through Friday, 7:00am - 3:30pm with additional hours, as necessary.
• Be able to travel overnight domestically and internationally as required.

Education & Experience

• Bachelor's degree in a STEM related field.
• 5+ years of combined customer-facing and operational experience in the industrial manufacturing market required.
• Strong knowledge of QC processes (8D, 5-Whys, PPAP/APQP, 5+6S).
• Experience with heat transfer products and sheet metal fabrication processes strongly preferred.

Summary

This position will manage the DRC Quality Assurance program and its compliance with ISO 9001. Establish a good working relationship with DRC's customers to address and resolve returned goods, answer technical questions, and handle warranty claims. Work with our suppliers to address non-conforming products. Work with the production department to establish a quality-focused environment, including participating in continuous improvement activities focused on efficiency improvements by reducing waste caused by poor quality.

Additional Information: Benefits

• 401(k)
• Medical, Dental & Vision insurance
• Employee assistance program (EAP)
• Flexible spending account (FSA)
• Health savings account (HSA)
• Paid time off
• Parental Leave
• Tuition Reimbursement

We believe that different perspectives and backgrounds are what make a company flourish. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation - including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career's website (Careers - Smiths Group plc)