Regional Commercial Quality Manager MPY & ASC

Job Purpose

Job purpose

• To manage and develop the commercial side of quality in a BU under the perceived quality block, while the Regional quality manager are working in improving the planned and executed quality in the sits
• Lead and manage major claims and complaints within the BUs
• Align processes, systems, and tools across the BU
• Drives continuous improvement in quality for the BU
• Proposes and align quality priorities for ISC with GQD and regional quality managers
• Meet and exceed consumer & customer quality expectations ( satisfied customers) via Net Promotor Score.

• NB a customer quality manager can cover within a region several BUs and can also sometimes support other regions depending on the workload of incidents.

Key Accountabilities 1

Key Accountabilities

Improve internal and external quality metrics

• Define key priorities for complaints / returns / COPQ reduction
• Align improvement plan + targets with Customer quality director
• Lead or support quality related improvement projects with customers and/or internal functions.
• Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.

Managing Customer Complaints:

• • manage/implement the customer facing complaints process and root cause problem solving approach. Interface with the ISC team to handle issues end to end
  • Investigate & analyse main quality complaints from the market and determine which ones require further action/escalation.
  • Request RD and/or Technical Support team for complaint investigation and confirmation on technical justification.

Managing Quality Incidents:

• Create internal team and coordinate the incident process
• Provide guidance on options for resolution
• Ensure execution of the containment decision (e.g., block/release stock in warehouse and/or recall

 Claims negotiation :

• works with Commercial leads to help coordinate and support significant customer negotiations on quality related claims.  Includes follow up on resulting actions such as dealing with insurances and working with relevant functions on root cause problem solving.

Key Accountabilities 2

Quality Systems:

• Guarantee that the necessary quality management system and applicable certifications are in place in support of the necessary customer and market needs.  This would include adherence to customer requirements and external certifications such as AS9100, IATF 16949, etc.

Customer triggered quality assessment and auditing: 

• Manage the customer triggered quality assessments, surveys etc. as well audits triggered by key customers.  Ensure that issues highlighted are addressed promptly and efficiently, so that the right disciplines are maintained on a consistent basis. 

Internal and Distributor Audits: 

• Responsible to lead and/or support agreed internal and/or distributor audits in support of the business.  Includes the subsequent follow-up of non-conformance and follow-up actions. 

Commercial contracts:

• Support the commercial teams in the review and/or creation of quality, complaints and claims sections in commercial contracts.  Goal is to ensure that contracts which carry high risk are formulated properly in quality areas including insurance and risk management for claims.

Quality related project management:

• Lead or support quality related improvement projects with customers and/or internal functions. Provide the customer quality perspective in production transfers and reallocation as well as new product launches and significant product modifications.

Business quality reporting:

• Manage monthly reporting, analysis and action tracking involving key department managers and other commercial and ISC quality personnel.

Systems, Data & Documentation:

• Expected to lead, support, facilitate or provide development input into the necessary systems, data and processes to support the Commercial business.  Includes FMEA’s, Control Plans, Process Control Documentation and PPAP/ APQP as examples of documentation.

Key Activities

Key Activities

• Complaints improvement plan
• Returns breakdown and improvement plan
• Claims reduction improvement plans
• Quality incidents management

Key Requirements

Key requirements

• Minimum bachelor’s degree in business management or technical field (Chemistry Engineering) Masters preferred
• Background in paints and coatings industry, 8-10 years of work experience in commercial roles or technical service or sales project management or Quality with knowledge of Coatings product use and application.
• Qualifications or experience in Quality Systems, ISO 9001 & 14001 and quality improvement tool desirable.
• Internal as well as Customer Auditing experience
• Experience in customer negotiations and contracting related to quality, complaints and claims

Skills – Leadership, stakeholder management, project management, drive, result orientation, communication and commercial and business acumen. Understanding of financial concepts related to sales and cross functional processes (sales, technical service and manufacturing)

Education & Experience

Education & Experience

Essential educational qualifications, relevant experience and requested skills.