Director, Quality Systems and Customer Satisfaction

If you are a Quality Management System and Customer Satisfaction professional looking for an opportunity to grow, Emerson has an exciting opportunity for you to join our Power & Water Solutions (PWS) business in Pittsburgh, PA. 

This position is fully responsible for the entirety of the PWS Quality Management System and Customer Satisfaction programs. This leader will lead all facets of the quality management system, drive quality initiatives that meet or exceed customer requirements for safety, performance, reliability, and robustness while driving a culture of continuous improvement and customer satisfaction. 

At Emerson Power & Water Solutions, we help customers in the world’s most critical industries address the challenges of modern life. As an industry-leading controls automation company, we drive innovation that makes the world healthier, safer, and more sustainable. Emerson’s five decades of power and water expertise embedded within the Ovation™ distributed control system (DCS) forms a reliable and innovative platform that evolves with rapidly changing technology to help improve plant reliability.

In this Role, Your Responsibilities Will Be:

• Maintain ISO certification and associated Quality Management System (QMS) in accordance with ISO requirements
• Lead internal process and procedure audits, supplier quality audits, external ISO audits and customer audits, in compliance with the ISO standard
• Design and maintain the critical Customer Satisfaction metrics, identify annual goals, and implement appropriate corrective actions when measures are below goals
• Manage the Quality team's budget for internal and ISO audit programs
• Support the New Product Development (NPD) process during Product Design Software and Hardware gate reviews
• Responsible for QMS Management Reviews with senior management as ISO Management Representative
• Collaborate and coordinate with teams in Lifecycle Services, Product Development, Projects, Supply Chain, Operations and Technology, in relation to mitigating potential global quality issues
• Develop and implement continuous improvement programs for Product Warranty Issues, Customer Disruptive Events, and Cost of Quality (COQ). Lead the organization through root cause analysis and identification of corrective and preventive actions as necessary
• Act as Product Safety Officer and Records Retention Officer 
• Own and Approve QMS manuals for all PWS departments covered in the Quality program
• Other responsibilities as assigned

Who You Are:
You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with customers. You readily distinguish between what’s relevant and what’s unimportant to make sense of complex situations.  You formulate a clear strategy and map aggressive steps that will accelerate the organization toward its goals.    For This Role, You Will Need:

• Bachelor of Science in Engineering or Computer Science Supply Chain Management, Engineering (Mechanical, Electrical / Process Technology) or similar technical program, or equivalent combination of education and experience
• 10 years of Quality Management experience in a product-based, solutions-focused business, focusing on resolving domestic and international customer satisfaction issues and developing, implementing, securing registration for and maintaining an ISO registered quality system 
• Strong communications skills and the ability to network and develop relationships across the organization
• Legal authorization to work in the United States without sponsorship now or in the future 

Preferred Qualifications that Set You Apart:

• Quality Assurance certification, such as Six Sigma, ASQ Quality Management, or ISO Auditor Certification
• Experience with process control systems (DCS, PLC, SCADA) as applied in process or utility industries (chemical, oil and gas, pharmaceutical, power and water, refining, etc.), preferred
• Experience with leading and/or participating in internal and customer audits
• Experience in hardware or software development and testing, project execution or manufacturing preferred
• Management or leadership experience in a technical organization preferred
• Experience in Automation Technology and familiarity with Process Automation Industry
• Keen ability for problem solving and leading issue investigations to drive continuous improvements

 

Our Offer To You: 

Flexible Work Schedule - Remote Work Option

This role has the flexibility of working remotely up to three days a week. Our teams work together to ensure our chosen work schedules enable our creativity and productivity as we ser