SUMMARY

The Production Quality and Services Supervisor will be responsible for the quality of finished goods and services for the packaging products. This person will lead and coordinate the company’s product quality initiatives and supervise the after-sales service group to ensure that customers have the highest level of satisfaction with packaging products and services.

The Production Quality and Services Supervisor will supervise groups in the service department to facilitate a coordinated effort to ensure total customer satisfaction with packaging products. They will be able to communicate effectively and efficiently with other departments to ensure that quality standards are being met.

Responsibilities:

- Provide best-in-class service and support to the company’s customers to ensure customer retention.

- Handling and monitoring department issues and client complaints to create methods to lessen recurring issues.

- Create, develop, and maintain quality checklists for all finished goods.

- Use the return material authorization module (RMA) to create, collect, analyze and report on quality-related statistics and metrics for continuing machine design and production planning.

- Recommend changes to design, assembly, or packaging procedures to improve product serviceability, performance, and durability.

- Supervise the service group to ensure the after-sales directives and customer satisfaction.

- Ensure all on-site installations and field service services are being delivered.

- Support customers and field service technicians after business hours via phone and email as needed.

- Provide technical support by telephone and electronic communication to customers and departments.

- Travel to customer sites for installations and field service as necessary.

- Review and interpret electrical schematics for problem-solving equipment issues.

- Work with Production teams to assemble and build equipment as needed to gain a working knowledge of packaging products and quality metrics.

Skill Set and Qualifications:

- Education: Associate’s or Bachelor degree, preferably in Mechanics, Electronics or Mechatronics or in a related industrial field.

- Minimum 4 years of management/leadership experience.

- Must have excellent customer service skills and communication.

- Must have strong electrical knowledge in reading and understanding electrical schematics and control logic and use of a multimeter.

- Knowledgeable in servicing mechanized systems which utilize PLC or similar control software desired.

- Need to have an understanding of Manufacturing products.

- Ability as a strong decision-maker to assess and analyze situations to accomplish the best outcome.

- Need to have computer literacy in ERP software systems.

- Must be familiar and competent with Microsoft Word products.

- Must be detailed and organized.

- Must be a team player with a positive attitude and outlook.

- Ability to travel up to 20% of the time.

WORKING CONDITIONS:

Use of skills requiring motor coordination with finger dexterity (e.g. keyboarding, machine operation, etc.) during most of a normal workday.

Required to exert physical effort in handling objects more than 30 pounds.