Companies come to us because they know we offer the knowledge, insight and guidance they need to move forward with confidence. Our consultants deliver world-class and rigorous analysis, deep knowledge of their industries, and pragmatic solutions to produce practical, high impact results, quickly.
PRIMARY DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary duties.
Act as a change agent to support the objectives and direction of Buildings Business Americas in alignment with Global Buildings Process Excellence and Quality Strategy.
Lead the deployment and ongoing support of Quality System to include:
Document appropriate standards and ensure compliance with all elements of the Quality System. (Customer Satisfaction Surveys, Voice of the Customer, KPI's/ Metrics, Risk Management, etc.)
Develop, deploy, and implement actions to support key performance objectives.
Deploy communications to support the quality system including: compiling and reporting data, tracking corrective and preventive actions and recognition of best practices.
Lead by example in pursuit of complete customer satisfaction
Implement systems and tools to enable a robust closed loop corrective action process when customer issues arise
Implement and maintain ISO certification and compliance
Manage process for conducting internal and external audits
Develop response and actions upon receipt of Non-Conforming Notice (NCN)
Communicate to business units changes to existing policies and procedures
Ensure compliance with product and customer certification requirements as needed. Examples include FDA for pharmaceutical, DIACAP for government locations, sustainability certifications (REACH, RoHS, etc.), and others.
Support entities within North and South America to include:
Design and deploy new processes to business entities to deliver a superior customer experience aligned to business objectives.
Reinforce convergence and accountability of the quality system through on-site visits and team presentations
Reinforce the voice of the customer and an outside-in perspective at each level within the organization
Provide entity support for root cause identification and corrective/preventive action utilizing the 8D process.
all supporting documentation and Executive reporting to resolve customer issues and improve operational and margin performance Manage customer issues
Identify, communicate and resolve specific customer issues
Lead teams in the 8D issue resolution process
Conduct Lessons Learned workshops to improve the customer experience
Operate transversely in identifying and resolving customer and product issues
Support parallel initiatives within Process Excellence & Quality to include:
Participate on global project teams as required.
Provide feedback and accountability to Leadership and Executive Teams to meet strategic objectives.
Provide direct and indirect talent management leadership.
QUALIFICATIONS: The requirements listed below are representative of the education, experience, skills and/or abilities required. An individual must meet the minimum requirements as listed in each Qualifications subsection.
One to Five + years of relevant work experience, with progressive responsibility in engineering, operations, or project management.
Experience in Solutions sales, operations, or quality support role
Demonstrated experience in customer facing role
Knowledge of ISO and other quality systems preferred.
We provide a comprehensive range of capabilities around the globe, including Strategy, Shareholder Value Management, Mergers Acquisitions support, Operations Organization and Marketing Sales. We have deep expertise and a proven track record in a broad range of industries: