CTDI is a large scale logistics repair and engineering company that services the country’s largest telecommunications and cable providers. CTDI has over 7,000 FT US Employees in over 50 world class US Operations. CTDI also has a global footprint with more than 14,000 employees worldwide.
Plans and directs activities of a complex nature to assure that all processes are carried out per defined procedures and standards including but not limited to ISO9001, TL9000, TS16949, and all customer requirements. Effectively engage in customers and internal stakeholders to timely response to customer issues and inquiries and lead root cause actions. Proactively plan and establish processes for new program/product launch. Execute and follow through actions that are essential to process and product quality. Report customer KPI related to quality on regular base to ensure the achievement of customer expectations and drive continuous improvement through training and utilization of effective quality and lean tools.
KEY RESPONSIBILITIES:
- Establish goals and priorities for program Quality based upon Corporate, Divisional, local and customer input for all applicable Branches
- Direct, coach, and support Branch quality lead on daily base to ensure planned outcome on internal & external quality results
- Establish and maintain overall quality management system to meet ISO9001/TL9000 and customer requirements for all applicable Branches
- Monitor internal audit & process audit for all applicable Branches to ensure all steps are followed per defined procedures and customer standards. Document and report discrepancies, assign and follow up corrective actions to ensure action effectiveness on customer concerned issues
- Primary contact with customers on quality audits and quality assessments for applicable Branches. Proactively engage in customers and internal functions to ensure readiness of customer audit. Owner of customer audit findings and driver to ensure on time & effective closure of open actions.
- Lead investigation and root cause analysis on customer complaints and bounce return units. Drive problem solving through process improvements. Timely response to customer issues and inquires and effectively communicate customer action status
- Evaluate process variability and capability to define and implement control points through the use of Quality Inspection Plans and Control Plans during new product/process launch. Utilize quality tools, statistical tools, and/or mistake proof methodology to detect and prevent defects
- Coordinates the disposition of non-conforming material and notification of customer for rejections or deviations.
- Key contact on New Product Development program at applicable Branches, ensure FAI submission, Advance Product Quality Planning and the implementation of process control.
- Review and monitor product/process data per customer requirements to ensure data integrity
- Report & Reviews summaries of quality metric regularly including but not limited to: in-process and final inspection results, internal and process audits, disposition summaries, Cost Of Poor Quality, customer audit, return/bounce unit data. Define action plans and priorities, and follow up action status to drive improvements.
- Mentor and coach to quality team at applicable Branches to ensure competency and performance.
- Engaged in Operations to develop, implement and improve process including but not limited to: process flow, work instructions, visual aids, inspection standards, training plan/training matrix, control plan, etc.
- Change agent to drive cultural change in total quality management that involves employees at all levels at applicable Branch and across functions.
Required Skills
ESSENTIAL SKILLS AND EXPERIENCE:
- BS in related Engineering Discipline.
- 10 year experience in Quality and/or Engineering function or with Quality concepts and tools, minimum 2 year in leadership role.
- Direct customer interfacing experience required.
- Experience in manufacturing, repair or logistics environment, electronics background preferred.
- Proven knowledge and ability to direct identification of root causes, drive improvement actions and resolve problems including but not limited to: 8D, 5Whys, Fishbone, Pareto, cause and effect analysis, DOE, etc.
- ISO9001/TL9100/TS16949/ISO14000 internal auditor
- Six sigma Green Belt or equivalent required, Black Belt preferred
- Lean knowledge and lean experience preferred
- Excellent analytical skills and written and verbal communication skills and the ability to work well with internal and external customers. Ability to develop and deliver presentations to internal and external audiences.
- Ability to identify gaps and formulate implementation plans to drive continuous improvements
- Strong leadership skills to be able to gain buy in and direct results.
- Familiar with ANSI/ESD S20.20 (ESD) & IPC-A-610
- Proficient in PC skills: MS Word, Excel, PowerPoint, Access
- Willingness to participated in early morning or late evening conferences to accommodate different time zone
- Travel as required up to 40%
Required Experience