Manager, Quality and Customer Service

Summary The Manager of Quality and Customer Service is responsible for the development, maintenance, and continuous improvement of the Marine Components Quality Management System to ensure all our products are manufactured to the highest industry quality standards suitable for their intended use. Also responsible for maximizing customer satisfaction through effective operation of the customer service team, warranty execution, and service & accessory part fulfillment.

Essential Duties and Responsibilities

• Lead the quality team to define standards, monitor results, and report against objectives.
• Lead the customer service team to provide world-class service for our product and to our customers through execution of our warranty statement.
• Developing, defining, administering, tracking and reporting on all programs designed to drive excellence in execution of quality and customer service. Where needed, develop the tools necessary for this purpose.
• Responsible for budgeting and reporting on areas of the P&L that relate to Customer Service, Quality and Warranty to ensure appropriate financial planning, reporting and budget attainment.
• Continually collect, monitor, analyze and report out on quality KPI’s to ensure and monitor performance against internal quality standards. Drive insights that create targeted actions for corrective actions, continuous improvement, training or other means necessary to drive performance attainment or improvement.
• Partner with all functional areas throughout the business to ensure that quality results, initiatives, areas of focus, and necessary actions are understood. Ensure their execution and resolution are supported by the quality and customer service teams.
• Ensure warranty data is being analyzed and understood to take a pro-active approach to any product issues that are being noted from the field, delivering necessary insights and action items to the production, engineering, purchasing or other relevant teams.
• Maintain, refine or develop customer service metrics that ensure excellence in execution with our customer base. This includes both product quality and order fulfillment processes internal to the organization.
• Provide robust, data-driven insights from both quality and customer service data that support product development and engineering efforts to ensure that there is a continual feedback loop that translates to optimized product development execution and subsequent product life cycle.
• Directly interface with customers that have issues or concerns that are elevated to a high level, and work diligently to resolve them within the scope of our warranty statement or policies. If necessary, support their resolution through legal means working directly with our counsel and championing all aspects of resolution.
• Partner with engineering, purchasing, and our vendors to set quality standards or resolve incoming quality issues.
• Ensure all aspects of the product are in compliance with the USCG / NMMA / ABYC / CE / NHTSA and other applicable standards bodies. Responsible for the administration of any bulletins, notices, recalls or other product related communication necessary.
• Administer our parts and accessories business to maximize customer satisfaction, ensuring products are being supported throughout the warranty period and subsequent life cycle.
• Other duties may be assigned.

Qualifications

• Must have at least 7-10 years’ experience in the marine field or adjacent industry in a Quality & Customer Service role.
  • Proficiency in all ABYC/NMMA/USCG and CE standards that apply to boat construction.

Education and/or Experience:

Bachelor’s Degree in an applied science or engineering field; or 7-10 years of related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Qualifications:

• Preferred experience with formal quality systems, understanding of Lean / Six Sigma and any pertinent certifications.
• Must possess strong interpersonal communication skills and the ability to effectively communicate and present ideas to management team and peers.
• Must be proficient in providing direction to shop personnel to troubleshoot manufacturing issues in production area.
• Organized, detail oriented, self-motivated team player with hands on work ethic.
• Must be proficient in the use of computers and use of company-wide software programs: Microsoft Office Excel, PowerPoint, Word
• Willing to perform other tasks as necessary.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use the drop down boxes to select the appropriate response to each area.

Continuous/C = 67-100%, Frequent/F = 33-66%, Occasional/O = 33%, None/N

• Sits 5 hours
• Stands 3 hours
• Walks 1 hours
• Drives 1 hours

Employee Lifts and/or Carries: type amount of weight in each area

Maximum 50 (lbs) Frequently 25 (lbs) Occasionally 50 (lbs)

Employee uses Hands for repetitive activities:

• Simple Grasping - Right Frequent Left Frequent
• Pushing/Pulling - Right Frequent Left Frequent
• Fine Manipulation - Right Frequent Left Frequent

Employee uses Feet for repetitive activities:

• Right - Occasional b. Left - Occasional

Employee is required to perform these activities:

• Bending-At-Waist Occasional
• Squatting Occasional
• Climbing - Ladders, Stairs Occasional
• Kneeling - On Ground Occasional
• Reaching - Above Shoulder Occasional

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job (ie; heat/cold, dust/dampness, height; chemical; noise) PPE requirements are included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Safety glasses required while in production areas

Other PPE may be required based on specific projects.

Typical __8-10___ hour work days, frequent overtime required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Motivation: Measures self against standard of excellence.

Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality: Is consistently at work and on time.

Dependability: Takes responsibility for own actions.