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Supervisor, Customer Quality

Summary

We are a global provider of innovative, state of the art products and services for comprehensive engine-driven management, protection, monitoring and control solutions. We offer the full line of engine instrumentation products from FW Murphy Production Controls along with extensive engine control development expertise from EControls to provide customers with a complete solution approach for engine control, protection, and monitoring.  We are passionate about customer satisfaction and service. Our commitment is to understand and meet the requirements of our customers and maintain an environment which encourages all employees to pursue never-ending improvements in quality and productivity. The company employs over 380 employees worldwide with a global reach including locations in Tulsa, Oklahoma; San Antonio & Rosenberg, Texas; Grants Pass, Oregon; Hangzhou, China.

Reporting & Supervisory Responsibility

  • This position reports to the Director, Global Quality
  • This position does have supervisory responsibility over Warranty Lab, Warehouse (Customer Order Correctness) Quality, and Document Control

Key Job Elements

  • Lead/Train/Consult with project teams in reliability tools such as; design failure mode and effects analysis (DFMEA), and critical to quality matrix (QFD)
  • Isolate and identify “critical to quality” requirements specifically on electrical and electronic design features; and all product component interactions
  • Report and present product information utilizing statistical techniques
  • Ensure timely failure reporting, root cause analysis and effective corrective/preventative actions (FRACAS)
  • Lead warranty returns administration and conduct failure analysis
  • Track customer complaints and drive corrective actions by influencing those accountable (design, mfg, supplier)
  • Contact customers to improve customer intimacy, clarify issues, and report back on corrective actions
  • Continually seeks to accomplish the mission and improve the organization by:
  1. Displaying a no-excuse, can-do attitude
  2. Providing a superior level of customer service by exceeding internal customer expectations
  3. Staying aware of developments in quality knowledge and tools in the quality industry
  4. Spreading the message of Quality and Organizational Excellence throughout the organization
  5. Mentor and develop team members
  6. Building coalitions and relationships among internal customers and employees within the organization
  7. Displays professional integrity and adheres to the ASQ Code of Ethics

Qualifications

Education

  • Bachelor’s Degree in Engineering, Electrical, Electronic, or Mechanical Engineering is required

Experience

  • 3-5 years experience related to support of Quality / Reliability Systems within an OEM or Components Engineering design group or Technical Service and Warranty Returns group

Knowledge, Skills and Abilities

  • Knowledge of FMEA, Fault Tree Analysis, DVT (Design Verification Testing), Product Return Rate Analysis, FRACAS and Root Cause Failure Analysis is required.
  • Excellent communication skills are a requirement to successfully interface with global customers, Design/Production Engineering, and Manufacturing
  • Ability to effectively manage customer relationships
  • Experience with lean manufacturing and Six Sigma methodologies
  • Experience with Mini-Tab preferred
  • Experience supporting ISO, TS, CSA, and/or UL 

Professional Certification(s)

  • Six Sigma certification preferred

Key Performance Characteristics

  • Innovative Outlook
  • Customer focused attitude
  • Leadership
  • Self-starter
  • Power of Analysis
  • Effective Communication Skills
  • Adaptability
  • Strong Work Ethic
  • Passion for the Job
  • Sense of Urgency
  • Positive Attitude 
  • Honesty/Integrity

Position Type, Schedule and Travel

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Equal Opportunity Employer

EControls and FW Murphy Production Controls provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, EControls and FW Murphy Production Controls comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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