Sr. Manager Quality Management
Vertiv · Ironton, Ohio, US
POSITION SUMMARY Drive customer satisfaction and product field quality improvements. Interface with the customer and Vertiv leadership to understand current...
Job description
POSITION SUMMARY: Drive customer satisfaction and product field quality improvements. Interface with the customer and Vertiv leadership to understand current issues, report performance metrics, and present 8D’s. Organization cross functional teams to drive issue resolution utilizing discipline problem solving techniques. Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur. RESPONSIBILITIES: - Provide monthly reports on offer performance and share with Regional Management and Global BU Quality Leaders. Present during Quality MBR when needed: - Field failure pareto per product line (customer claims) - Tech Support statistics - Top customers / countries - List of improvement actions (together with global BU and manufacturing plant) - CoQ plant (mostly warranty) - RTY with plant - FFPY and Early Life Failures on the field <90 days (with services) - Red Flags - Lead major escalations orchestration and resolution per BU, including GSA cases (Google, Microsoft…). Present metrics and issue resolution to the customers. Drive cross-functional teams to deliver containment and preventative actions with urgency. - Understand product ro...