Quality Manager

Job Description

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.