Quality Leader

LHH Recruitment Solutions has a Quality Leader for our client near the Dayton, NJ area. This direct hire, fully on-site role focuses on handling quality issues that arise, customer complaints and technological troubleshooting. This on-site position requires a strong background in electronics technical troubleshooting, and/or software development utilized for troubleshooting, strong customer engagement and resolution experience as well as strong cross-collaboration skills. Ideal candidates will have a minimum 3-5 years’ experience within a quality and customer facing role most recently within a technological environment. Successful candidates will have a proven background of customer resolution and proven record of creating and presenting detailed technical reports as well as a bachelor’s degree in engineering and/or technology.

Salary range: $70,000 to $80,000 DOE.

Responsibilities:

• Manage new and ongoing customer complaints and/ or technological troubleshooting.
• Prioritize and track KPI’s regarding timely communication regarding to status and resolution.
• Collect, analyze, and report on quality data utilizing Salesforce.
• Monitor, analyze, and report data to identify trends and recommend improvements.
• Work cross-functionally with numerous departments to address quality issues and implement quality improvements.
• Assist in identifying opportunities for improvement and aid in implementing strategies to enhance quality and efficacy.
• Manage KPIs including but not limited to; processing time, frequency and quality of communication.
• Report KPIs to internal and external stakeholders.
• Maintain an ongoing high level of product knowledge.
• Attend customer meetings and internal international meetings with product development teams and factories to challenge the quality process.
• Troubleshoot job site issues.
• Create accurate and detailed reports.
• Perform and support product modifications as needed.
• Ensure all products and procedures comply with quality standards and regulatory requirements.

Requirements:

• Bachelor's degree: Engineering / technology.
• Technical knowledge and experience in electronics and/or software development to properly characterize product issues.
• Minimum of 3-5 years of experience in a quality/technological troubleshooting environment.
• Network (RS485 / POE / Zigbee) knowledge highly preferred.
• Proven ability to conduct a solving process phase with other departments.
• Proficient with office applications - Word and Excel, Teams and Salesforce, SAP highly preferred.
• Proven ability to deliver presentations / detailed technical reports as needed/required.
• Proven ability and experience in conducting a customer meeting.
• Collaborate on inter-departmental solving processes with business lines with the engineering department, customer service, tech support, and product services teams as needed.
• Proven technological analytical skills/synthesis.
• Focused on customer satisfaction.
• Quality tools / methods knowledge (8D, 5W2H) highly preferred.

This posting is a representative sample of the types of roles we typically place with our clients. Depending on the specific client, location, and role, the salary range is estimated to be $70,000 to $80,000 DOE and benefits may include medical, dental, vision, 401k match and PTO.