Quality Manager - Customer Experience

$91,000 - $148,000/Yr

Unclassified - Torrington, CT

Full-time - Senior

Torrington, CT

About the position

Dymax, part of the Bachmann Chemical & Engineering family of brands, is seeking a Quality Manager - Customer Experience based in Torrington, Connecticut. This role is pivotal in ensuring that Dymax maintains its reputation as a leader in the development of light-curable adhesives and curing equipment. The Quality Manager will be responsible for building and maintaining strong, enduring business customer partnerships by driving the Customer Compliance and Audit programs. This includes ensuring that Dymax implements customer quality requirements effectively, delivering consistent communication regarding quality escapes, and collecting, reporting, and acting on Voice of Customer (VOC) data. The successful candidate will champion both external and internal Quality Audits and compliance requirements, providing the best overall customer experience while leveraging a global digital Quality Management System (QMS) platform, ETQ. The Quality Manager will develop, implement, and manage the Dymax Customer Quality Program by analyzing various data sources, including VOC, operational, and quality data, to develop solutions that address customer concerns. Additionally, the role involves creating strategic roadmaps to engage with customers efficiently and provide long-term solutions that foster strong relationships with Dymax. Leadership is a key component of this role, as the Quality Manager will foster a proactive and innovative Customer Quality Team. This includes acquiring, developing, training, coaching, and managing talented personnel focused on delivering results. The Quality Manager will also adopt and leverage Quality Tools to resolve customer issues, manage case management, and address nonconformances using methodologies such as Pareto, 5-Why, Fishbone, and 8D. Furthermore, the role requires preparing and managing the Customer Quality compliance and audit program, responding to customer surveys, coordinating PPAP requirements, and driving internal QMS audits to maintain conformity with federal programs and international standards. In addition to leading customer quality improvement initiatives, the Quality Manager will develop corporate quality systems and workflows, create awareness of customer quality issues, and interface regularly across all company functions to improve internal practices, particularly in Customer Quality Experience.

Responsibilities

• Build and maintain strong business customer partnerships by driving Customer Compliance and Audit programs.
• Ensure Dymax implements customer quality requirements and delivers consistent communication of quality escapes.
• Collect, report, and act on Voice of Customer (VOC) data.
• Champion external and internal Quality Audits and compliance requirements.
• Develop, implement, and manage the Dymax Customer Quality Program by analyzing data to develop solutions for customer concerns.
• Create strategic roadmaps to engage with customers and provide long-term solutions.
• Foster a proactive and innovative Customer Quality Team through strong leadership and judgment skills.
• Adopt and leverage Quality Tools to resolve customer issues and manage nonconformances.
• Prepare and manage Customer Quality compliance and audit programs, including responding to customer surveys and coordinating audits.
• Lead and manage Customer Quality improvement initiatives by developing corporate quality systems and workflows.

Requirements

• BA/BS in Chemistry, Chemical Engineering, Quality Engineering, or equivalent.
• ASQ certification and continuous improvement specialty training required.
• 5+ years of B2B customer-facing experience.
• 3+ years of experience managing, growing, and developing people.
• Knowledge and skills as a quality engineer highly desired.
• Specialty chemical processing and batch manufacturing experience preferred.
• Medical Devices or automotive Quality Systems experience preferred.
• Understanding of QC lab equipment consistent with the manufacture of adhesives, such as Viscometer and FTIR.
• Experience in developing systems/workflows on electronic QMS (ETQ, Master control), ERP.
• Ability to communicate at all levels within and outside of the organization.
• Strong organizational and time management skills.

Nice-to-haves

• Analytical problem-solving skills such as DIVE, 5-Why, Fishbone, and 8D methodologies.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401K)
• Life Insurance (Basic, Voluntary & AD&D)
• Generous Paid Time Off and Public Holidays
• Short-Term and Long-Term Disability
• Free uniforms and footwear
• Training & Development
• Tuition Reimbursement
• Wellness Resources