Quality Engineering Manager

Reporting to the Head of Service the UK Quality Manager is responsible for all Quality issues within the UK and Ireland. Creating Service Call Rates and proactively analysing field failure data and collaborating with factories and product line for corrective actions to product design / range. Responsible for driving and challenging individual product category improvements with both field operations and factories.

Continuous improvement to product category Service Call Rate (SCR). Liaising with Independent service providers (ISP’s), factories, and product lines to successfully action & assist with implementation plans to deliver improvements.

Identify training requirements both internal & external (Retailers, ISP network, Consumer Care) to improve product knowledge, quality of repairs, and consumer satisfaction.

Identify and recommend spare part stock for the ISP network to improve quality and enhance the business KPI’s, whilst focusing on reducing warranty and exchange costs by analysing month-end data.

Core Roles:

• Product Quality - consulting with worldwide Midea factories
• Analysis of UK Service Call Rates identifying product and component issues and reporting on these.
• Provide support in driving SCR improvements at a factory level and product line/category level.
• Provide product line with monthly analytical reports.
• Identify ISP Network training needs, utilising, Claims tools, in liaison with Regional Service Managers.
• Cost per Call - Analyse daily/monthly reporting to identify & challenge high material usage & exchanges within the ISP Network for both Legal & extended warranty.
• Oversee the liaison with Primary Authority, Trading Standards, British Standards, Government agencies and trade associations.
• Crisis management support for any product safety issues
• Support Service Management in job analysis
• Analysis of data quality in back reporting from Service Network
• Support Sales Teams with reporting, Product Knowledge and Field Support
• With Logistics and Demand Planning own the bonding process for product issues ensuring resolution, and a supply is maintained.

Competencies needed:

• IT Skills
• Self-Appraisal and Continuous Improvement/Learning
• Positive Thinking
• Complaints Handling
• Customer Interactions
• Service Technical Knowledge
• Product Knowledge
• Technical Knowledge application
• Self-presentation and Professional image
• Time Management
• Positive Thinking
• Resilience

Joining Us:

• Fortune 500 company
• Hybird policy
• Private health insurance