GE Appliances, a Haier company Sr. Manager - Service Parts Quality in Louisville, Kentucky
USA, Louisville, KY
Job Posting Title
Sr. Manager - Service Parts Quality
The Service Parts Quality Senior Manager for Parts Distribution will give quality leadership for appliance parts distribution operation by working to develop, enhance and sustain a quality management system and quality activities for the parts distribution network. Key metrics for management and continuous improvement include reducing damage, scrap and shortage issues. The focus of the role is to improve the quality of parts distributed to customers by investigating concerns and providing effective root cause and permanent corrective actions. On the inbound side of the operation this role is responsible for providing clear data and direction for all service parts suppliers relative to quality and processing aspects of their delivery, using data and metrics to track and improve top problem suppliers. From the customer facing side of the operation they are responsible for improving the customer experience by through accuracy and damage reduction. Ensure accurate credits to customers for returns; along with reconciling credits for AR. Develop and enhance a service parts distribution Quality Management System and leverage this system to deliver Operational Excellence (including inventory accuracy and reconciliation). Manage on-site Customer Service team that communicates with business heads, customers, Sales Team, and other key stakeholders. Engage and support the 3PL teams at multiple sites.
What you will Do
What You Will Do:
Improve quality of parts distributed to customers by investigating concerns and providing solutions.
Give frequent supplier and customer communication.
Improve the quality of shipments in both accuracy and damage reduction.
Measure defect rates through customer feedback and on-site auditing.
Facilitate credits to customers for returns.
Develop sustainable documented processes and audit compliance.
Engage, coach, and support the 3PL teams on developing meaningful solutions for improvement; providing essential data to deliver favorable change in behaviors.
Develop and install a sustainable program for resolution of supplier rejects in the service parts distribution system including data streams (CAPA, PPM) and permanent corrective actions while facilitating the disposition and removal of defective/rejected parts from the supply chain.
Claims/credit process, procedure and resolution.
Returns processing and process improvements to steer simplification.
Packaging design for in house goods. Work with supplier quality groups to identify solutions reducing vendor defects.
Support rework efforts on-site and off-site.
New customer process development; work with the Sales Team to set-up and settle shipment expectations.
Vendor chargeback program development and roll-out.
SOP development, WI, and supporting documentation for continuous improvement.
Audit processes for compliance and effectiveness.
Develop, enhance and sustain a service parts distribution network Quality Management System.
Execute Corrective actions.
Develop, enhance, and sustain QMS standards.
Inbound, outbound, and return credits exception processes.
Identify and deliver on projects to reduce damage and increase shipment accuracy.
Investigate defects, root cause investigation, educate and train team on quality deliverables.
Maintain key metrics, daily, weekly, monthly, quarterly, and adhoc requests.
Report progress during the daily Obeya.
Educate cross functional teams on results and actions. Sr. Leadership, 3PL, Fulfillment, Product Management, Services, & PDO Team as examples.
Required to present performance results to Sr. Leadership.
What you need to Succeed
What You Need to Succeed:
Prior relevant military service will be considered in relation to required/desired qualifications.
Position Requirements :
Bachelor’s degree in business or engineering or related field
At least 5 years' Distribution or Process Improvement experience
At least 2 years of leading teams
Solid interpersonal skills
Excellent written and oral communication
Excellent problem-solving and project management skills
Ability to develop functional sustainable solutions and create technical requirements for IT solutions.
Demonstrated project execution results and success in delivering process improvement.
Demonstrated ability to present to Senior Leadership
Working with cross-functional teams to deliver results
Demonstrated sustained customer focus, and understanding customer channels and expectations
Experience in managing financial goals, and explaining cost drivers and improvement plans.
Must be able to travel to Jeffersonville, IN weekly.
At least 3 + years of work experience in Distribution, Supply Chain, Fulfillment and/or Finance
Warehouse or other logistics experience
Microsoft Access proficiency
Knowledge of Parts Distribution is referred.
Six Sigma green or black belt desired
Lean training and experience leading a lean project.
Working conditions are normal for a warehouse environment.
Work may require occasional weekend and/or evening work.
25% travel required for domestic and/or international travel to customer sites/ plants, etc.
GE Appliances will not offer sponsorship assistance for this position.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.