Quality Excellence Manager at Sherwin-Williams

This position works cross-functionally with Automotive Finishes Division (AFD) Marketing, Sales, Technical, Operations, and PCG Group Quality to support product quality and continuous improvement across North America. The role also has occasional interaction with regional AFD teams outside North America to share and leverage best practices.

• Lead Quality Excellence initiatives within the AFD Division in North America

• Lead customer facing quality investigations to determine true root cause and implement sustainable corrective actions

• Partner with Technical Service, Sales, R&D, Marketing, GSC, Analytical, and other functions to investigate and resolve significant AFD customer-quality challenges.

• Lead day-to-day product-quality activities for the AFD business in North America, including oversight of the complaint-management process through complaint coordinator activities.

• Lead the CSP lane at monthly Quality Review Board meetings to drive core quality issues for BU
• Analyze AFD quality-health measures and coordinate cross-functional improvement actions related to Opportunity Cost, Complaint Rate, and Complaint Resolution Days.

• Partner with GSC to drive quality improvements

• Lead cross-functional collaboration, customer focus, and continuous improvement

• Contribute to PCG Continuous Improvement goals for hard/soft savings

• Create monthly reports to track and improve complaint rate, complaint cycle time, and COPQ to better support the business

• Responsible for the AFD NA Customer Satisfaction Program including maintaining and driving continuous improvement

• Provide training on customer complaint tracking systems and quality programs as needed

• Key participant in development of new R&D and QC test methods

• Maintain the integrity of AFD quality and complaint data and translate findings into actionable recommendations.

• Engage CI resources to tackle complex ARC resolutions as needed

• Provide coaching, training, and technical guidance to Quality team members supporting AFD customers.

BASIC QUALIFICATIONS    

Must be legally authorized to work in the country for which you are applying for employment (without now or in the future needing sponsorship for employment work visa and/or permanent residence status).
Must have 1+ years managing / supervisory role

• Must have 1+ years managing / supervisory role
• Must have at least 3+ years of experience in coatings product development, Operations, Quality, Technical, or Sales
• Demonstrated ability to lead a cross functional team to a successful outcome
• Demonstrated success in leading Root Cause investigations and analysis tools
• Demonstrated ability to lead and manage complex, cross-functional quality initiatives.
• Strong written and verbal communication skills
• Formal Root Cause training / practitioner

PREFERRED QUALIFICATIONS
 

• Knowledge of more complex problem solving and error proofing skills
• Lean training and practitioner
• Complaint handling experience
• Experience with direct customer interaction
• Six Sigma or DFSS certified (green belt or higher)
• Automotive Finishes product, application, or customer-process knowledge preferred; experience in other Performance Coatings Group businesses is beneficial.

Travel Requirements: 10% Domestic & International