Quality Manager

Job description

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 regarding 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. • Participating in the ISO Internal Audit activities • Perform other tasks as assigned. Job Requirements & Physical Demands • 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. • The ability to drive between five local manufacturing facilities (three in Melrose Park and two in Elk Grove Village) to perform duties. Clean driving record required. • Maintain regular and reliable attendance and punctuality; the typical hours for this position are 45-55 weekly, with additional hours as needed Monday through Friday, 7:00am – 3:30pm with additional hours, as necessary. • Be able to travel overnight domestically and internationally as required. Education & 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-Whys, PPAP/APQP, 5+6S). • Experience with heat transfer products and sheet metal fabrication processes strongly preferred. TUTCO, LLC, a leading manufacturer of heat strips and heating elements, used in the HVAC and Appliance industry is seeking a highly motivated and detail-orientated Quality Manager to join the team in their Chicago, IL facility. TUTCO LLC is a Subsidiary of Smiths Group with Headquarters in London, England. Summary This position 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.