Global Customer Quality Leader

For quick consideration apply hereLaCrosse, WI is preferred location, but may also be based in St. PaulPOSITION SUMMARY Trane Inc. has a need for a “Best in Class” Global Customer Quality Leader to manage and improve the flow of information regarding quality performance and customer impact. The ideal candidate will be able to drive a quality culture and more effective resolution of quality problems. Other responsibilities to include managing and improving the claims process, communications from the field and external customer to the factory, communicating Trane quality performance updates and quality program activities to the field and communications to drive a better quality culture in Trane. ESSENTIAL DUTIES AND RESPONSIBILITIES Responsibilities include but are not limited to the following:Become the Quality Voice of the Customer in our business. Clearly articulate to the plants the impact poor quality has on the customer and our future business with them. Make sure the business feels the true pain and responds accordingly to each product quality issue that is experienced by the customer. The Quality metrics must drive desired improvement behavior.Improve the communication processes to update the field on Trane quality performance and provide information on quality program activities.Work closely with RS and Marketing as process owner of the global Customer Quality Management Process which includes customer quality surveys, complaints, claims, establishing metrics and management reporting processes to track corrective action and problem resolution. Champion global Field Quality Alert process.Warranty Process Owner (first year, extended, concessions etc) which includes claims system performance, forecasting quality costs, parts return, identifying major causes of quality issues based on warranty/concession payments. Work closely with TCS Financial Services and Accounting.Establish and Chair Warranty Process and Policy Committee. Responsible for quality defect data from field and continuously improving the process for early warning of new issues, data collection, root cause analysis, and technician and claims entry/administration training.Establish best practice processes/procedures and maintain/update policy MOPP’s for SPD, Concession, Parts and Extended Warranties.Audit sales offices and plants for compliance to MOPP. Establish arbitration process and arbitrate escalated disputed claims.Benchmark best in class companies to define Customer QMS processes and infrastructure.Share best practices in quality process and personnel management across TCS.Member of TCS Quality Council.Ensure consistent quality feedback from field service across TCS. QUALIFICATIONS 4-year Technical degree is requiredMinimum 5 years in quality or leadership positionExperience working in and influencing a large matrix environmentProficient in Voice of Customer, Written Communication, and Presentation Skills RequiredSix Sigma Black Belt/Master Black Belt and Project Management Certifications Desired For quick consideration apply here