24 days old

Manager, Global Customer Quality

MSA, The Safety Company
Cranberry, PA 16066
  • Job Code
MSA, The Safety Company

Manager, Global Customer Quality

US-PA-Cranberry Twp

Requisition ID: 2021-4813
Type: Full-Time
# of Openings: 1
Category: Quality


Reporting to the Director, Global Quality this is a leadership role to identify, plan, direct and implement a global customer quality vision and strategy for MSA. Specifically, this position will develop and implement quality strategies for best in class customer support. The successful candidate will build a global Issues Resolution Group (IRG) i.e. a network of direct and indirect reports across all regions. Members of IRG will specialize in understanding, managing and resolving product performance issues that customers have with MSA products.

This position will develop, implement and drive consistent globalized policies, procedures and training for IRG. They will lead effective analysis of Customer Quality Notifications (CQN), judiciously manage warranty, optimize Product Concern Specialist (PCS) staffing, focus on customers aligned to corporate strategy and drive customer satisfaction scores for quality. They will align closely with engineering teams as well as sales and business leaders to establish shared internal priorities and cross functional alignment of goals & objectives. If this sounds like an exciting opportunity, we want to hear from you!


  • Ensure Customer warranty claims are treated in a qualitative and timely manner with lessons learned as appropriate
  • Build an IRG network in all MSA regions as first responders to customer quality issues
  • Develop a global approach to CQN entry and implement advanced data analytical capabilities to identify trending issues and their root causes
  • Initiate and actively follow up Requests for Engineering Assistance (RFEA) to remedy most impactful root causes
  • Ensure each region has access to and understanding of our customer profile to ensure our level of support is aligned to our A,B,C,D, customer categorization
  • Maintain overall responsibility for warranty costs and action trackers to elaborate root causes and solutions with a focus to differentiate design vs. supplier vs. factory causes
  • Initiate global and regional responses to feedback arising from annual Customer Satisfaction Performance Index (CSPI) surveys as well as more frequent customer feedback obtained via Medallia
  • Develop a cadence of communication with MSA sales and business leaders in NNA, LAR, EMEA and APAC to hear firsthand where quality needs to improve and better support those regions
  • Participate in-person along with sales leaders on selected customer visits and meetings where MSA product or service quality needs attention
  • Own global warranty expense for MSA and drive warranty reduction projects to deliver warranty below 0.5% of net sales
  • Provide data to individual sites on their highest recurring and cost quality issues
  • Sponsor, coach and mentor improvement actions at sites aimed at OOB reduction, quality cost reduction and stop ship timely resolution
  • Monitor effective use of Internal Quality Notifications (IQN) and help coordinate issues that cross affiliate sites
  • Participate in Quality Connect Meetings (QCMs) with each site on a regular cadence
  • Promote a safety first and people first culture
  • Ensure professional development within customer quality team by continually developing skills, knowledge and expertise
  • Identify opportunities, initiate projects and ensure they are well executed with special attention to warranty cost reduction projects
  • Promote the MSA Operating System and its tools
  • Foster a Continuous Improvement, Plan, Do, Check, Act mindset across team members
  • Lead Customer Quality business process improvements, enhancing technology and support our drive to Quality 4.0


Knowledge, Skills and Abilities Required:

  • Strong understanding of general quality planning, principles, tools and APQP - Advanced Product Quality Planning methods
  • Knowledge of ISO9001 and associated industry specific standards
  • Ability to read and interpret engineering drawings
  • Ability to understand and disseminate technical information and data
  • Knowledge and experience with Lean, problem solving and improvement tools such as 8D, 5 Whys, Ishikawa Diagrams, Poka Yoke, FMEA, Kaizen, 6s, SPC & Six Sigma, VSM and VA/VE
  • Project management experience including tracking, planning, working with large data sets, and making data-driven analytical decisions
  • Excellent written and interpersonal skills demonstrated through strong communication style and engagements, as well as the ability to influence others
  • Ability to travel 10% to 20% of the time

Education and Experience Required:

This position is available at 2 levels, dependent on experience.

  • Level I 5 or more years of experience in Quality/Manufacturing plus 3 or more years of experience leading successful teams
  • Level II 10 or more years of experience in Quality/Manufacturing plus 5 or more years of experience leading successful teams
  • Direct supervisor/people management experience or experience as an accountable leader for a cross functional team
  • Proven evidence of driving significant business improvements
  • BS in technical, engineering, business field or other related degree

Education and Experience Preferred:

  • 3 or more of years experience directly linked to a customer quality focus
  • Customer relationship management experience especially handling quality issues
  • Prior ownership of warranty expense and track record in warranty reduction
  • Experience of remotely managing people and driving change management across disparate locations
  • Experience in a global manufacturing multi-site organization
  • Strong mechanical competency
  • Experience with industrial products
  • Experience as a Lead Auditor
  • Six Sigma Green or Black Belt certification
  • MS, MBA or other advanced degree, in an Engineering/Quality discipline


MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA's policy not to discriminate against any employee or applicant for employment on the basis of the person's age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran's status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.

If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know.Contact Us MSA is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans.



Posted: 2021-06-30 Expires: 2021-07-31
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Manager, Global Customer Quality

MSA, The Safety Company
Cranberry, PA 16066

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