Quality Manager

Job Description

DRC Heat Transfer (DRC) is a leading cooling system company, experiencing unprecedented growth. Our core values of Customer First, Can-do Attitude, Problem Solving, and Doing the Right Thing shine through in our employees and everything we do.

Summary

This Quality Manager will manage the DRC Quality Assurance program and its compliance with ISO 9001. Establish a good working relationship with DRC’s customers to address and resolve returned goods, answer technical questions, and handle warranty claims. Work with our suppliers to address non-conforming products. Work with the production department to establish a quality-focused environment, including participating in continuous improvement activities focused on efficiency improvements by reducing waste caused by poor quality.

Essential Duties And Responsibilities

• Build and maintain strong working relationships with customers to understand their needs and concerns
• Establish and maintain standardized processes and practices between all DRC manufacturing facilities
• Act as DRC customer contact for all inquiries, escalations, and resolutions of issues relating to products in the field
• Own communications with customers for warrantable issues
• Oversee LMA (lead, manage, hold accountable) of Quality personnel
• Accountable for decision-making on warrantable issue dispositions
• Track the cost of warranty items
• Create metrics and reports to identify trends requiring intervention and to execute those interventions
• Work closely with the Quality Engineer and Field Service Team to resolve customer needs
• Develop and implement strategies and processes to improve efficiency and effectiveness
• Lead and direct multi-departmental work for execution of warranty fixes (designing, building, and installing replacement parts)
• Lead and direct multi-departmental work for root cause analysis and execution of countermeasures
• Provide feedback to and work with other departments for continuous improvement opportunities/lessons learned from warranty items
• Perform supplier quality audits and onboarding, in collaboration with purchasing and engineering teams
• Work closely with Quality Engineer to establish and enforce quality standards and support activities
• Document, manage, and improve the internal audit program, which includes the coordination of auditor training and monitoring of auditor performance
• Establish and maintain ISO 9001 compliant system
• Participate in the ISO Internal Audit activities
• Perform other tasks as assigned
  
  

Education/Training/Experience

• Bachelor’s degree in a STEM related field.
• 5 years of combined customer facing and operational experience in the industrial manufacturing market required.
• Strong knowledge of QC processes (8D, 5-why, PPAP/APQP, 5 6S).
• Experience with heat transfer products and sheet metal fabrication processes strongly preferred.
  
  

Other Duties And Responsibilities

• General clean-up, facility cleanliness and 5S practices.
• Material handling/movement of sub-assemblies to proper station(s).
• Additional manufacturing tasks as required/instructed by supervisor(s).
  
  

Responsibilities To Organization

• Work within the scope of the position and direction; willingly accepting assignments that may be above and beyond.
• Follow DRC policies and procedures at all times.
• Maintain confidentiality, security, and standards of ethics with all DRC corporate and DRC employee information.
• Approach changes and difficult situations in a professional manner; demonstrate flexibility.
• Maintain regular and reliable attendance and punctuality; accurately report hours worked and time off.
• Respond effectively to the most sensitive inquiries or complaints.
• Assist in keeping work area and equipment in safe working condition. Initiate correction of hazards as appropriate and/or notify supervisor of hazards in a timely manner. Operate equipment following manufacturers’ procedures and use proper body mechanics.
• In the event of a workplace incident or injury, immediately file first report with Safety Manager.
  
  

Job Requirements & Physical Demands

• Be able to travel to all DRC offices/production plants as required.
• Be able to travel overnight domestic and international as required.
• Excellent interpersonal, customer service, and both written and verbal communication skills.
• Outstanding attention to detail.
• Strong analytical and problem-solving skills.
• Must be self-motivated and team orientated.
• Must be able to visualize solutions using 3D design concepts and manufacturing methods.
• Knowledge of machine tool processes and capabilities.
• Able to research and implement cost effective solutions.
• Light physical demands, some reaching, standing, bending, lifting, and prolonged sitting.
  
  

Personal Protective Equipment

• Ear plugs, safety glasses and steel toe shoes required in manufacturing plants. Hard hat and safety vest is required at some customer facilities.
  
  

Company Description

BETTER * STRONGER * FASTER

Since 1970, DRC Heat Transfer has been dedicated to providing high-quality, heavy-duty cooling solutions, with excellent customer support and service. We focus on the customer, with standard and custom designs and provide complete turnkey solutions. DRC is experiencing rapid growth and we are expanding our team! Learn more about us at www.drcht.com

BETTER * STRONGER * FASTER Since 1970, DRC Heat Transfer has been dedicated to providing high-quality, heavy-duty cooling solutions, with excellent customer support and service. We focus on the customer, with standard and custom designs and provide complete turnkey solutions. DRC is experiencing rapid growth and we are expanding our team! Learn more about us at www.drcht.com