Leader, Field Based Quality

Position Summary

• This role is responsible for resolving customer quality issues (product and software). You will need to prioritize issues, develop corrective actions plans and drive to resolution. You will also provide continual education to Field Sales & distributors in proper application of Quality related procedures. You are the primary Quality contact for the field and Business Units regarding their escalated quality issues and performance of their Quality support processes.

Principal Duties:

• Prioritize and maintain a real time listing with updated status of customer quality issues within the District for focus, territory, global, and vertical accounts.
• Visit customers throughout the year and provide trip reports on actions or VOC.
• Follow up with customers or sales engineers on all issues to verify closure.
• Follow up on “unresolved” Quality complaints from the customer experience survey.
• Manages the coordination of corrective action plans on product issues to satisfy customers.
• Coordinates quality issues that span multiple business units and multiple districts.
• Instructs Field Sales & distributors in Quality related procedures and tools.
• Assists field sales in the resolution of commercial issues resulting from product anomalies.
• Escalates problems with products or customer service processes to the Quality organization and respective business units. Helps to drive toward solution by making sure sufficient information has been provided to RA, the right people are involved within the Quality organization and business units, and appropriate urgency exists.
• Responsible for communication to district sales on top issues, status updates, and resolution of issues.
• Performance of these duties requires a substantial amount of teaming with all [Company] Field Sales and Business Support Functions at various levels within the company.

Minimum Qualifications

• Technical degree or equivalent.
• Project management skills required.
• Commercial and communication skills required.
• Product knowledge of [Company] products is preferred.
• Experience with handling RA customer issues is preferred.
• Experience with RA quality systems is preferred.