Quality Manager, Warranty & Customer Solutions

MSA, The Safety Company • $90K — $120K *
Cranberry Township, PA 16066In-Person
Manufacturing & Automotive
5 - 7 years of experience
2 weeks ago
Job Overview by Ladders

Qualifications

  • 7 years of experience in quality planning and tools
  • Bachelor's degree in industrial engineering, business, or a related field
  • Strong interpersonal skills for effective cross-functional communication
  • Financial acumen for budget management and warranty expense oversight
  • Proficiency in structured problem resolution methods
  • Experience in project management with large data sets

Responsibilities

  • Lead a cross-functional team for effective issue resolution in quality complaints
  • Oversee and continuously improve the warranty management program
  • Establish and monitor KPIs for customer quality complaint management
  • Ensure internal communication effectiveness regarding customer quality issues
  • Maintain a global system for intake of customer quality-related complaints
  • Promote a safety-first culture within the team
  • Manage team performance and foster talent development

Benefits

  • Engagement with senior leadership and cross-functional teams
  • Opportunity to shape customer quality strategies
  • Access to advanced analytical capabilities and technologies
  • Focus on safety and people-first culture
  • Potential for professional growth within a global organization
Full Job Description
Responsibilities

Now hiring for a Quality Manager, Warranty & Customer Solutions I at our Cranberry Township, PA corporate site. In this role and as a member of the Global Quality Leadership Team (GQLT), you will partner across the leadership team and other functions (such as Service & Solutions, Marketing and Sales) to achieve strategic quality objectives.

The Warranty & Customer Solutions functions of MSA specialize in establishing processes to understand, characterize and communicate product quality concerns that customers have with MSA products keeping both customers informed, and ensuring internal MSA functions have high quality data and information to robustly solve customer concerns.

You will be counted on for the following:

  • Lead a team focused on 'Issues Resolution' (IRG) for our customers which will consist of a network of direct and indirect reports across functions to ensure that MSA is effectively understanding, managing and communicating quality improvements for our customers, including the development, implementation and on-going management of policies, procedures, training and technology.
    • Participate in person along with sales leaders on selected customer visits and meetings where MSA product or service quality needs attention.
    • Establish, monitor and achieve results against department Key Performance Indicators (KPI) related to customer quality complaint management, including call/email intake and response timeliness.
    • Establish and maintain internal communication methods to keep stakeholders such as marketing, engineering, sales, repair and service, and upper management informed of customer quality issues, trending topics and customer-specific topics for key customers.
  • Responsible for the oversight of MSA Warranty Management program within area of assigned scope, including continuously improving the process and associated programs.
    • Develop and implement strategy for best-in-class customer quality support, while also ensuring effective management of the warranty program.
    • Ensure that warranty policy is effectively managed and consistently applied for our customers.
    • Utilize appropriate benchmarking and comparative data to identify and implement warranty management and customer relationship best practices.
    • Accountable to meeting targets for warranty expense within scope.
    • Identify policy opportunities and process-based projects to reduce warranty expense while maintaining or improving customer satisfaction.
    • Ensure warranty spend within scope adheres to policy.
  • Maintain and improve MSA system (tool and procedure) for intake of customer quality-related complaints globally.
    • Drive best practice and department strategy, including resourcing and/or audit programs where appropriate, to ensure customer data entry is accurate, complete and robust across scope of responsibility
    • Initiate global and regional responses to feedback arising from annual Customer Satisfaction Performance Index (CSPI) surveys and similar MSA Customer Satisfaction surveys.
    • Maintain visibility to the end users and channel partners experiencing quality concerns on products. Understand and characterize the markets, environments, and applications to provide customer insight to internal MSA functions.
    • Identify and support implementation of advanced data analytical capabilities and other technologies to identify trending issues and leverage CQN data.
    • Ensure mechanisms are in place and followed to track and analyze product feedback within scope assigned to identify issues early, characterize trends in warranty, and provide customer-specific visibility where applicable, including regional trends.
    • Establish and/or maintain process and tools that optimizes standard responses and ensures consistent feedback on known topics.
  • Promote a safety first and people first culture.
    • Responsible for the identification, hiring, and retention of top-quality talent within department.
    • Manage team and individual performance.
    • Provide timely coaching and feedback to help others the development of individuals' skills and abilities.
    • Be a champion for Quality principles, tools and mindset, including the MSA Quality Management System
    • Motivate and guide associates within department toward higher levels of performance.
    • Translate strategic priorities into operational reality and align communications, resource capabilities, and processes.
    • Maintain relationships and best practice sharing with other leaders in the organization.
    • Conduct necessary day-to-day management responsibilities.


Qualifications

  • 7 years of experience in Quality planning, principles, and tools.
  • BS in industrial engineering, business field or other relevant degree.
  • Excellent interpersonal skills demonstrated through communication style and engagement, the ability to influence, and lead and communicate with cross-functional teams.
  • Strong financial acumen.
  • Strong understanding of structured problem resolution methods.
  • Project management experience including: tracking, planning, working with large data sets, and making data-driven analytical decisions.

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About MSA, The Safety Company

MSA, The Safety Company Careers

Join the dedicated team at MSA, The Safety Company, a global leader in the development, manufacture, and supply of safety products that protect people and facility infrastructures. MSA is recognized for its commitment to innovation, quality, and service.

Explore Job Opportunities

MSA, The Safety Company offers a variety of job opportunities that cater to a range of skills and professional interests. Each position at MSA is designed to contribute significantly to the safety and protection of lives at work and beyond.

Professional Growth and Employment Benefits

MSA, The Safety Company is committed to the professional growth of its team members. The company supports career advancement through leadership training programs, diversity initiatives, and continuous learning opportunities. Employment at MSA comes with competitive benefits, fostering a culture that values health, well-being, and job satisfaction.

Internship Programs

For those starting their careers, internships at MSA provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at MSA, The Safety Company work on projects that matter, gaining knowledge and expertise that are crucial for future employment.

Innovation and Leadership

At MSA, innovation is at the core of everything they do. The team is encouraged to lead with creativity and embrace new ideas that drive the industry forward. MSA’s leadership is deeply involved in ensuring that every team member has the resources and support needed to innovate.

Culture of Diversity and Inclusion

The culture at MSA, The Safety Company is built on a foundation of diversity and inclusion. Every team member’s unique background and perspective are valued, contributing to a richer, more creative, and productive work environment.

Networking and Career Development

MSA, The Safety Company encourages its employees to engage in professional networking and career development activities. These opportunities enhance their skills and connect them with professionals across the industry, opening doors to new career possibilities.

Hiring Process

The hiring process at MSA, The Safety Company is thorough, ensuring that both the company and its potential employees are a perfect match. Candidates who submit their resume and pass the initial screening will be invited for an interview to discuss their experiences and career aspirations.

Join the Team

MSA, The Safety Company is looking for passionate, curious, and innovative individuals to join their team. Explore open positions that match your skills and interests on the MSA Careers page. Discover how your expertise can contribute to a safer world.

Stay Connected

Keep up to date with the latest career tips, industry insights, and job alerts personalized to your preferences from MSA, The Safety Company. See what exciting and rewarding opportunities await in the field of safety and protection.

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Join MSA, The Safety Company, and be part of a team that’s dedicated to creating a safer future.
Learn more about MSA, The Safety Company
Industry
Manufacturing & Automotive
* Ladders Estimates

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