Quality & Process Improvement Manager

The Mgr, Quality & Proc Imp is responsible for call center and field performance of all triage processes. This position has the core function of driving improvement in First Time Completion volume/rate while ensuring the most efficient use of resources (i.e. parts & labor) through the continuous analysis and refinement of processes.

Responsible for the implementation, execution, communication and continuous improvement of quality solutions which constitutes over 2.5M service events and $125M in annual expense Nationally. Quality solutions are defined as pre-service visit activities which prepare the service technician to deliver a first-time solution. A majority (more than 80%) of this opportunity is via pre-identification of parts needed for repair.

JOB DUTIES/RESPONSIBILITIES:

* Analyzes data from various sources to determine opportunities to improve First Time Completes by enabling upstream processes to accurately determine root cause of product failures, and ensuring processes and behaviors are in compliance with written standards.
* Tracks performance trends and solicits end-user feedback to create improvement plans at site and manager levels (call center, region and district).
* Provides detailed, actionable feedback to local management teams to ensure clear understanding of the goals and objectives while assisting the larger organization in establishing reasonable and achievable goals
* Leads all National quality process improvement initiatives for their respective site, region, district. This includes communication, implementation, and execution.
* Consolidates local feedback and works with peers and Advanced Diagnostics team to prioritize system/process improvements
* Owns the establishment of an effective communication/partnership between call center, field service, and Advanced Diagnostic teams. Ensures teams are aligned as changes/improvements are made to triage systems and other processes.
* Works in partnership with Learning and Development and local management to ensure all process training content is up-to-date and being delivered as prescribed by the Advanced Diagnostics leadership team
* Develops innovative ideas for current processes which improve the efficiency of resource utilization (i.e. parts usage and labor productivity)
* Regularly interacts with Engineering Services and Advanced Diagnostics team to provide field data, examples, and feedback which lead to improvements in triage systems and/or knowledge content

REQUIRED SKILLS:

* Experience managing across organizational boundaries through analytics and influence
* In-depth technical knowledge of Technical Specialist and/or triage processes
* Basic troubleshooting skills and some technical knowledge of appliances, electronics, fitness, and lawn and garden products
* Strong problem solving skills, with the ability to convey innovative ideas and communicate complex theories to higher levels of management
* Ability to analyze data, discover trends, and determine solutions based on findings
* Leadership and analytical skills, with attention to detail
* Strong interpersonal and communication skills
* Proficient skill in Microsoft Office and spreadsheet software programs
* Effective relationship building skills, with the ability to interact across a broad range of organizational levels and functions
* Ability to communicate with customers and co-workers continuously
* Ability to prioritize multiple tasks and complete with little or no supervision

PREFERRED SKILLS:

* Technical and project management experience

EEO EMPLOYER