QUALITY MANAGER

PRIMARY FUNCTION:

Responsible for directing and supervising a group of employees involved in inspection and quality control procedures about purchased material, in-process material, and finished products to assure that quality standards are achieved.  Plan and assign work of subordinates.  Analyze facts or circumstances surrounding individual problems to determine what action should be taken within the limits of standard practices.  Maintain discipline, morale, and harmonious relations among subordinates.  This position also oversees internal & consumers repairs, RMAs, and the Model shop (includes Tony Bose, Bill Ruple, and any other collaboration projects).

PRIMARY DUTIES:

• Ensure a high level of internal and external customer service.
• Investigate (and correct) customer issues and complaints relating to quality.
• Supervise workers engaged in inspection and testing activities to ensure high productivity and high technical integrity.
• Provide technical and statistical expertise to teams.
• Formulate, document, and maintain quality control standards and on-going control objectives.
• Ensure quality standards are developed and implements for new product launches. 
• Coordinate objectives with production procedures in cooperation with other managers to maximize product reliability and minimize costs.
• Create, document, and implement inspection criteria and procedures (incoming, in process, and outgoing).
• Provide and oversee inspection activity for product throughout production cycle.
• Apply total quality management tools and approaches to analytical and reporting processes.
• Maintain active role on internal continuous improvement teams.
• Design, develop, and implement quality control training programs.
• Oversee established calibration and testing programs.
• Lead in the general overseeing of business operations of the keystone business units: Case Repair Center (both internal & consumer), RMA Department, and the Model Shop.
• Planning for the Model Shop including the prioritization of product samples and quantities to meet marketing and production calendars, maintaining the quality of new product designs, and assessing processes for improvement.
• Planning for the Case Repair Center to meet the fluctuating demands at specific times of the year, maintaining balance and relationships between Consumer Relations and the Case Repair Center.
• Direct the Case Repair Center and the RMA Department to maintain issues in production quality, including the collaboration with appropriate teams relevant to the production and correction of work to change, modify, and/or alter current processes for improvement (including quality and efficiency).
• Improve and assess costs associated with conducting business. Example: Respectful of costs associated with repairs, maintenance of consumer's products, et. al. as well as informative and investigative in the cost reduction and improvements of valid operations associated with new products.
• Build and maintain relationships between various business segments:
  • Case Repair Center (mending relationships, building trust, warranty satisfaction with marketing relations, quality control, and consuming public.)
  • Model Shop (forming new products that meet company standards in quality and design with operations and marketing teams.)
  • RMA Department (forming efficient and effective repairs, credits, etc. and build customer awareness between quality, operations, customers, marketing, and sales teams.)
• Maintain the quality of production of new product samples and designs.
• Manage the workflow and production of the Case collaborations (Tony Bose, Bill Ruple, etc) through scheduling, sampling, and production.
• Develop, recommend, and implement processes of improvement to the efficiencies of the keystone business units.
• Manage the workload and processes of Repair, RMA, Mo el Shop, and any collaborations.
• Troubleshoot area of concerns or issues as they arise.
• Conduct tours of Case factory as needed.
• Speak with customers regarding repair issues or customer complaints and provide professional customer support to them.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Teamwork Skills:  Coordination, communication, and customer service skills.
• Product Knowledge:  Knowledge of Case products and services.
• Ability to analyze statistics and other data and to interpret and evaluate results and create reports and/or presentations.
• Interpersonal Skills:  Exhibits care and concern for consumer issues, maintains confidentiality, exhibits tact and diplomacy, understands and practices ethical behavior, remains open to others' ideas and exhibits willingness to try new things.
• Planning/Organizing:  Prioritizes and plans work activities and uses time efficiently.
• Oral Communication:  Speaks clearly and persuasively in positive or negative situations.
• Written Communication:  Reviews and edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Quality Control:  Demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability:  Adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability:  Is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Accuracy:  Responsible for collecting and disseminating product, warranty, usage information to consumers.  Attention to detail is a must.
• Leadership:  Leadership of department and staff producing bottom line benefits to the employees, department, and company.

EDUCATION REQUIREMENTS:

• Bachelor's Degree in Mechanical or Manufacturing Engineering, Business, or related technical field.
• Minimum of five years related experience in Quality Control in a manufacturing environment.
• Minimum of five years supervisory/management experience.
• Demonstrate proficiency in developing and documenting procedures.
• Demonstrated Proficiency with Microsoft Office (Outlook, Word and Excel) required.  Knowledge of AX or D365 operating system a plus.