Exide Technologies

Director of Premier Customer Experience, Americas

US-GA-Milton
Requisition ID
2017-1367
Category
Quality
Position Type
Regular Full-Time

Overview

Individual will lead Premier Customer Experience relationships with key OE and OES customers for all of Americas by ensuring management of scorecards and key improvement action identification. A successful candidate will develop strong customer relationships and manage customer satisfaction metrics. They will utilize a network of operations and engineering resources to evaluate products and processes, analyze root causes of deficiencies and ensure proper corrective actions are implemented in a timely manner. They shall participate in cross-functional team efforts to make improvements to products and processes ensuring the highest quality products are delivered to the customer.  Markets served include transportation original equipment and aftermarket, network and motive power.  This position requires a thorough understanding of quality systems, ability to build strong customer relationships, and managing in a matrix organization.   

Responsibilities

  • Act as the lead for the America’s with respect to quality initiatives, quality performance and customer quality expertise
  • Maintain communication with original equipment manufacturer, system integrators, as well as aftermarket customers, to obtain real-time “Voice of the customer” feedback
  • Report monthly the Voice of the Customer (VOC) based on score cards/portal data for the customers which indicates quality status with a summary of non-compliance issues
  • Manage / coordinate actions for improvement of VOC together with the engineering and manufacturing
  • Support problem solving activity (8-D) deliverables together engineering and manufacturing
  • Lead customer quality initiatives for all customers by working with the engineering and manufacturing to ensure compliance with customer and industry requirements
  • Act as an escalation point for major customer issues for assigned customer
  • Coordinate and manage timely containment and corrective action for major customer issues
  • Review customer specific quality requirements for assigned customer and ensure compliance. If needed, negotiate any exceptions
  • Access online assigned customer quality & delivery portals to monitor performance indicators
  • Work with Engineering and Manufacturing to identify and drive priorities to meet expect performance levels
  • Provide communication to of these performance indicators and their potential opportunities and/or penalties
  • Coordinate cross functional teams to deliver PPAP/PSW per customer requirements on time
  • When requested, assist with negotiations with customers for the reduction or elimination of Parts-Per-Million data / Non-conformance tickets / excessive containment activities
  • Conduct quality systems / line walk audits to customer specifications prior to customer visits and audits
  • Provide constructive feedback and technical insight to drive effective corrective actions
  • Track and report status of open issues
  • Develop and manage key performance indicators for as delivered, early time in service, and end of life issues impacting warranty performance
  • Determine annual warranty improvement strategies, goals, objectives, and key projects
  • Ensure timely implementation of corrective actions to meet warranty improvement objectives

Qualifications

Educations, Experience, Certifications:

  • Minimum of 4 year technical degree in science, engineering or quality
  • 8-10 years related experience in quality in a manufacturing environment, preferably tier I automotive supplier
  • Six Sigma Green Belt or Black Belt preferred

 

Competencies, Skills, Knowledge:

  • Demonstrated leadership skills
  • Excellent customer liaison / contact experience
  • Experience in manufacturing plants and processes
  • Proficient in problem solving – root cause analysis, 5 why, etc.
  • Ability to communicate with senior levels both internally and externally
  • Must be quality and customer oriented
  • Knowledgeable in ISO / IATF16949 quality standards and Quality Operating Systems
  • Knowledgeable in APQP methodology; Control Plans, FMEAs, MSAs, and PPAPs
  • Able to work independently as well as in a team-oriented environment on multiple projects
  • Strong verbal/written communication and interpersonal skills
  • Strong computer skills –Windows based programs and Minita 

TRAVEL, ADDITIONAL REQUIREMENTS:

  • Travel Expectations: ≤ 30%

#LI

                                                            

EEO Statement

Exide Technologies is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

About Exide

Exide Technologies (www.exide.com) is a global provider of stored electrical energy solutions—batteries and associated equipment and services for transportation and industrial markets. With 128 years of industry experience and operating in more than 80 countries, Exide produces and recycles a broad range of products that keep customers and their businesses powering forward. Leading car, truck and lift truck manufacturers trust Exide as an original equipment supplier, and Exide serves the transportation and industrial aftermarket through a comprehensive portfolio of products and services. The Company’s extensive sales, distribution and service network provides flexibility and quality for an exceptional customer experience.

At Exide Technologies, It All Starts Now. History and scale, combined with a start-up mentality, make Exide the faster, more nimble, more innovative, more digital, and more responsive alternative for customers who want more than simply a battery supplier. Exide is "the 128 Year Old Start-Up," and the Company is moving forward—bringing the energy of the “new Exide” to customers around the world.

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