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Form of workJob Description
The Arcadia Products, LLC. is a leading single-source supplier of architectural building products, including curtain wall, storefront, entrance, window and interior framing and is looking for a Product Manager for their division.
JOB TITLE: Director of Customer Quality and Field Technical Services
REPORTS TO: President
Classification: Exempt
Responsible for the development, coordination, evaluation and implementation of industry leading Customer Quality and Field Technical services for the company. Develop standard operating procedures, systems, and metrics from order to post-delivery service to ensure customer expectations are met. Work with divisions, branches, and sales to ensure the organization’s production operations, from raw materials to finished products, meet the quality, integrity, and efficiency standards expected by customers.
RESPONSIBILITIES:
- Work with divisions, branches, and sales to enhance customer communication and interaction.
- Collaborate with management to draft acceptable Quality and technical service standards.
- Coordinate, update, and provide recommendations for product installation procedures, warranty, claims, and Field Technical service across all products and divisions.
- Reviews Quality and Field Technical Services documentation such as checklists, logs, and reports for effectiveness, accuracy, and relevance.
- Conducts random inspections and quality control checks.
- Investigate and provide recommendations for enhancing ordering, production and delivery paperwork utilizing ERP system, simplifying interaction with customer.
- Create a mechanism for tracking internal and external claims, creating a process for root cause analysis and feedback route for operations, resulting in metric driven claims reporting to streamline process with divisions and customer.
- Lead Field Technical service providers for all divisions, working with sales, branches, and divisions to solve field problems, train customers, conduct field trial, manage claims.
- Assist in providing technical support to sales and customers during specification, order, installation, and post-installation.
- Assist in defining strategic product roadmaps for all divisions that take into consideration business needs utilizing a common new product development process. Work with R&D team to accomplish.
- Periodically reports status of quality, Field Technical service, claims to executive leadership.
- Performs other related duties as assigned.
REQUIREMENTS:
- Excellent verbal and written communication skills with the ability to train staff.
- Thorough understanding of quality control standards and methodologies.
- Thorough understanding of manufacturing and production in the fenestration industry.
- 4 years’ experience in fenestration and/or manufacturing industry to include product knowledge and installation.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Proficient with Microsoft Office Suite, D365 or other ERP system (JDE/SAP)
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Physical Demands: While performing the duties of this job, the employee is regularly required to stand; use hands and finger to handle objects, or controls; reach with hand and arms. The employee frequently is required to walk and stand. The employee is occasionally required to stop, kneel or crouch. The employee must be able to stand and bend for up to ten hours.
Arcadia Products, LLC. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
About Arcadia Inc.:
Arcadia Group is a leading single-source supplier of architectural building products, including curtain wall, storefront, entrance, window, and interior framing. Arcadia’s passion developed 80 years of knowledge, experience, and passion that serve as the framework for their commitment and service to the design community.
