Quality Manager, Warranty & Customer Solutions

Quality Manager, Warranty & Customer Solutions I

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. Are you in? Read on for more details about this particular role.

Responsibilities: Now hiring for a Quality Manager, Warranty & Customer Solutions I at our Cranberry Township, PA corporate site. In this role and as a member of the Global Quality Leadership Team (GQLT), you will partner across the leadership team and other functions (such as Service & Solutions, Marketing and Sales) to achieve strategic quality objectives. The Warranty & Customer Solutions functions of MSA specialize in establishing processes to understand, characterize and communicate product quality concerns that customers have with MSA products keeping both customers informed, and ensuring internal MSA functions have high quality data and information to robustly solve customer concerns. You will be counted on for the following:

• Lead a team focused on 'Issues Resolution' (IRG) for our customers which will consist of a network of direct and indirect reports across functions to ensure that MSA is effectively understanding, managing and communicating quality improvements for our customers, including the development, implementation and on-going management of policies, procedures, training and technology.
• Participate in person along with sales leaders on selected customer visits and meetings where MSA product or service quality needs attention.
• Establish, monitor and achieve results against department Key Performance Indicators (KPI) related to customer quality complaint management, including call/email intake and response timeliness.
• Establish and maintain internal communication methods to keep stakeholders such as marketing, engineering, sales, repair and service, and upper management informed of customer quality issues, trending topics and customer-specific topics for key customers.
• Responsible for the oversight of MSA Warranty Management program within area of assigned scope, including continuously improving the process and associated programs.
• Develop and implement strategy for best-in-class customer quality support, while also ensuring effective management of the warranty program.
• Ensure that warranty policy is effectively managed and consistently applied for our customers.
• Utilize appropriate benchmarking and comparative data to identify and implement warranty management and customer relationship best practices.
• Accountable to meeting targets for warranty expense within scope.
• Identify policy opportunities and process-based projects to reduce warranty expense while maintaining or improving customer satisfaction.
• Ensure warranty spend within scope adheres to policy.
• Maintain and improve MSA system (tool and procedure) for intake of customer quality-related complaints globally.
• Drive best practice and department strategy, including resourcing and/or audit programs where appropriate, to ensure customer data entry is accurate, complete and robust across scope of responsibility.
• Initiate global and regional responses to feedback arising from annual Customer Satisfaction Performance Index (CSPI) surveys and similar MSA Customer Satisfaction surveys.
• Maintain visibility to the end users and channel partners experiencing quality concerns on products.
• Understand and characterize the markets, environments, and applications to provide customer insight to internal MSA functions.
• Identify and support implementation of advanced data analytical capabilities and other technologies to identify trending issues and leverage CQN data.
• Ensure mechanisms are in place and followed to track and analyze product feedback within scope assigned to identify issues early, characterize trends in warranty, and provide customer-specific visibility where applicable, including regional trends.
• Establish and/or maintain process and tools that optimizes standard responses and ensures consistent feedback on known topics.
• Promote a safety first and people first culture.
• Responsible for the identification, hiring, and retention of top-quality talent within department.
• Manage team and individual performance. Provide timely coaching and feedback to help others the development of individuals' skills and abilities.
• Be a champion for Quality principles, tools and mindset, including the MSA Quality Management System.
• Motivate and guide associates within department toward higher levels of performance.
• Translate strategic priorities into operational reality and align communications, resource capabilities, and processes.
• Maintain relationships and best practice sharing with other leaders in the organization. Conduct necessary day-to-day management responsibilities.

Qualifications: 7 years of experience in Quality planning, principles, and tools. BS in industrial engineering, business field or other relevant degree. Excellent interpersonal skills demonstrated through communication style and engagement, the ability to influence, and lead and communicate with cross-functional teams. Strong financial acumen. Strong understanding of structured problem resolution methods. Project management experience including: tracking, planning, working with large data sets, and making data-driven analytical decisions.