Quality Manager

W. R. Case & Sons Cutlery Co.•Bradford, PA

10d•Onsite

About The Position

The Quality Manager will ensure a high level of internal and external customer service by investigating and correcting customer issues and complaints relating to quality. This role involves supervising inspection and testing activities, providing technical and statistical expertise, and formulating quality control standards. The Quality Manager will also be responsible for developing and implementing quality standards for new product launches, coordinating with other managers to maximize product reliability and minimize costs, and creating inspection criteria and procedures. Additionally, the position oversees inspection activity throughout the production cycle, applies total quality management tools, and maintains an active role on continuous improvement teams. The role includes designing and implementing quality control training programs, overseeing calibration and testing programs, and leading the general oversight of business operations for the Case Repair Center, RMA Department, and Model Shop. Planning for these units includes prioritization of product samples, maintaining quality of new product designs, assessing processes for improvement, meeting fluctuating demands, and balancing relationships between departments. The Quality Manager will direct the Case Repair Center and RMA Department to maintain production quality, collaborating with teams to improve processes. This includes improving and assessing costs associated with business operations, such as repairs and maintenance of consumer products, and cost reduction for new products. Building and maintaining relationships between various business segments like the Case Repair Center, Model Shop, and RMA Department is crucial for warranty satisfaction, new product development, and efficient repairs. The role also involves managing workflow and production of collaborations, developing process improvements, managing workloads, troubleshooting issues, conducting factory tours, and speaking with customers regarding repair issues and complaints.

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.

Nice To Haves

Knowledge of AX or D365 operating system a plus.

Responsibilities

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 implemented 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, Model 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.