Quality Manager, Warranty & Customer Solutions

MSA, The Safety Company•Cranberry Township, PA

5h•Onsite

About The Position

MSA Safety is seeking a passionate, motivated, and driven Quality Manager, Warranty & Customer Solutions to join their team. MSA Safety is a purpose-driven company focused on using innovation and technology to protect people and assets globally. The company is committed to solving customer problems to ensure they return home safe every day. This role is crucial for understanding, characterizing, and communicating product quality concerns from customers, ensuring both customers and internal teams have high-quality data for problem-solving.

Requirements

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.
Ability to influence, 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.

Responsibilities

Lead a team focused on ‘Issues Resolution’ (IRG) for customers, managing a network of direct and indirect reports across functions to understand, manage, and communicate quality improvements.
Develop, implement, and manage policies, procedures, training, and technology for issue resolution.
Participate in customer visits and meetings with sales leaders when product or service quality requires attention.
Establish, monitor, and achieve department Key Performance Indicators (KPIs) related to customer quality complaint management, including call/email intake and response timeliness.
Establish and maintain internal communication methods to inform stakeholders (marketing, engineering, sales, repair, service, upper management) of customer quality issues, trending topics, and key customer-specific topics.
Oversee MSA's Warranty Management program within the assigned scope, continuously improving the process and associated programs.
Develop and implement strategy for best-in-class customer quality support and effective warranty program management.
Ensure warranty policy is effectively managed and consistently applied to customers.
Utilize benchmarking and comparative data to identify and implement warranty management and customer relationship best practices.
Meet 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's system (tool and procedure) for intake of customer quality-related complaints globally.
Drive best practice and department strategy, including resourcing and/or audit programs, to ensure accurate, complete, and robust customer data entry across the scope of responsibility.
Initiate global and regional responses to feedback from annual Customer Satisfaction Performance Index (CSPI) surveys and similar MSA Customer Satisfaction surveys.
Maintain visibility to end-users and channel partners experiencing quality concerns on products, understanding markets, environments, and applications to provide customer insight to internal MSA functions.
Identify and support the 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 to identify issues early, characterize warranty trends, and provide customer-specific visibility, including regional trends.
Establish and/or maintain processes and tools that optimize standard responses and ensure 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 the department.
Manage team and individual performance.
Provide timely coaching and feedback to help individuals develop their skills and abilities.
Act as a champion for Quality principles, tools, and mindset, including the MSA Quality Management System.
Motivate and guide associates within the 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.