Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region
Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics
Work with field service to improve quality of Installation Process
Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum.
Oversee Cancellation and Customer Experience
Understand customer experience through follow up KPI Support analysis by applying Continuous Improvement tools
Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio
Follow up PUI completion plans and labor cost with Operating Territories
Identify and Develop Quality skills/talent across Operating Areas field organizations
Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues.
Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field
Lead resolution of customer and major field quality issues, escalate where appropriate.
Participate in internal customer board meetings to help product team prioritize on quality improvement programs.
Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management
Some travel may be required
Requirements
Bachelor’s degree in quality, engineering, business field related or equivalent experience
Minimum of 5 years of relevant work experience in Field New Installation/Service processes and Product experience.
Experience and understanding of Field Operations & Sales
Successful track record with learning technical information and adapting to new concepts, capabilities, or tools as needed.
Understanding of elevators and/or escalators is a requirement.
Demonstrated ability to manage and analyze data to develop and report out on trends and metrics in an easy-to-understand format
Excellent interpersonal and communication skills with the ability to manage and lead by “influence”
Strong agility to navigate in complex organizations, to adapt to change and to solve complex issues.
Result-oriented mindset
Continuous improvement experience
Benefits
Opportunities, training, and resources for personal and professional development
Employee Scholar Program sponsorship for degrees or certification programs