Sr. Manager, Quality

The Sr. Manager, Customer Quality oversees the strategy and related activities to support and improve warranty policies, processes and product performance. Liaison to business (Call Centers, Sales/Marketing, Product Development, etc.) on warranty related issues to ensure effective problem resolution. Communicate to internal and external stakeholders of recommendations, alerting management to exception trends, supporting weekly/monthly meetings, ensuring new product launch/maintained successfully, and assisting in budget and planning for warranty activities. Overseeing and managing a team toward goals and objectives to aid the organization and support individual development.

This position will serve our Air Conditioning Division, located in Atlanta, GA, Fort Smith, AR, or Lewisville, TX. This is a hybrid position with a blend of working from home and working in the offices.

• Administers supplier warranty agreements and support continuous improvement and warranty reduction plans within Rheem.
• Evaluates best business practices and leverage across Rheem manufacturing operations to define and direct strategies, procedures, standards, and targets for quality management and warranty cost reduction.
• Partners with cross functional operational teams to identify and develop mitigation strategies to proactively improve ongoing warranty performance.
• Extracts and performs advanced statistical analysis on all available warranty related data.
• Identifies, investigates, and reports anomalies, spikes, high cost areas with the goal of reducing warrant cost.
• Develops data systems and utilizes methods to collect, query and analyze customer satisfaction data including Customer Warranty data from multiple sources into consolidated reporting structure that can be used for cross-functional improvement activities, including corrective and continuous improvement efforts.
• Reviews and tracks marketplace consumer warranty trends providing timely alerts operations management to unusual product symptom/issue trends, aides internal/external partners and seeks next steps for successful resolutions.
• Provides expertise in statistical methodology/concepts and problem solving to support operations and perform data analysis using predictive modeling capabilities.
• Partners with Product Engineering, Manufacturing and Operations, using warranty data analysis techniques to predict how products will behave in our market if changes in design or commercial practices are modified.
• Provides teardown and failure analysis, identifies top warranty drivers and interfaces with teams on warranty reduction roadmap and corrective action plans.
• Liaison with the Quality team and IT function to assure that the needs of the Quality Information Systems are met in support of the Quality Strategic Plan.
• Maintains comprehensive understanding of consumer support systems/tools, and company strategy.
• Maintains an understanding of the Rheem product lines, new product launches and product End of Life plans toward area of responsibility.
• Contributes to ongoing process improvements and support warranty enhancement efforts related to policies, processes, products, and systems.
• Attends/facilitates all key management meetings, participate in special projects as assigned and perform related duties as assigned.
• Performs other duties as assigned.

• achelors in Industrial Engineering, Quality, or related field. 
• 7+ years of prior relevant experience in quality management and/or warranty improvement
• Experience in quality/reliability engineering and data analysis preferably in the automotive industry.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite, Minitab, Life Data Analysis/Predictive modeling and demonstrates computer skills to perform statistical analysis.
• Demonstrates ability to work well with others is a matrix team environment.
• Strong communication and presentation skills and capable of presenting technical information appropriately to non-technical and executive level audiences.
• Strong analytic capabilities / detail orientation.
• Ability to travel 25% without restrictions.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING OTHERS, you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading