Senior Manager, Field Quality

Role Overview

• 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