Claims Quality Audit Director jobs in Concord, NH

Overview

Fujifilm Dimatix, Inc. strives to offer a healthy work environment that promotes individual responsibility and growth, a collaborative spirit, and an atmosphere that encourages learning, professional development and achievement.

We search for the most talented and qualified people for both external and internal opportunities. At Fujifilm, performance, development and accountability are the standards to which the company and its people strive toward. And to support its employees, we offer programs that motivate, educate and promote a healthy work-life balance, which increase employee satisfaction and overall personal well-being.

Fujifilm is committed to offering a comprehensive and flexible benefit program to meet the needs of employees and their families. This flexible approach allows employees to create a program that fits their lives.  At Fujifilm, INNOVATION and PEOPLE matter.

FUJIFILM Dimatix, Inc. is an E-Verify Employer

 EO-employer-M/F/Vets/Disabled

 ATTN Staffing Services:  We do not accept unsolicited resumes.

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SUMMARY

Manages the Global Customer Support (“GCS”) and Quality Assurance teams for FUJIFILM Dimatix (“Dimatix”) OEM products.  Leads, builds, guides, and continuously improves these teams, including implementing necessary tools, processes, and services that will enable exceptional customer and product support in a manner that will scale well with significant company growth.

GCS:  Manages the global team that provides technical support for customers with released and new products.  This team provides customer printhead failure analysis, technical documentation, technical support, special project support, and field-based engineering application support on all Dimatix products and markets served.  Responsible for high level customer technical relationships, creation of a comprehensive program for customer support and implementing individualized customer attention.  Links customer requirements with Dimatix products to create design ins and design wins.  This team provides and coordinates product technical training for customer personnel with varied responsibilities, backgrounds, and levels of experience.  Assists sales staff in assessing potential application of company products to meet customer needs and preparing detailed product specifications.  Assists in implementing customer installation plans.  Provides follow-up support in disseminating technical information for specific applications as well as resolving product-related performance issues.

Quality:  Develops, implements, maintains, prioritizes, and communicates the company’s technical quality strategy and its quality assurance and control programs, systems, and activities for Dimatix OEM products.  Programs in both the Santa Clara, CA and Lebanon, NH sites will include incoming material inspection and control, ISO certifications, all corrective action methods and activities, problem solving methods and standards, factory floor QA and controls, metrics, design support, and any other worldwide process or product excellence programs.  Participates in the reviewing of engineering designs to contribute quality requirements and considerations.  Assists product support areas in gathering and analyzing data.  Actively engages/partners with the GCS team in resolving customer product issues within the GCS global escalation process.  Promotes recognition of company quality programs among customers and develops and implements employee communications and training programs in connection with the company’s quality objectives, strategies, and processes. 

The Sr. Director, Global Customer Support and Quality is responsible for resolving Dimatix customer technical issues and achieving high levels of customer satisfaction.  They are empowered to make a unified customer support team at the highest level and in concert with other departments where specific expertise and/or resource support is needed.  They provide the team with guidance, tools, discipline, training, feedback, and management to function at its peak.

KNOWLEDGE & APPLICATION

Develops and provides strategy, vision, and direction to multiple functions. Implements companywide policies and practices. Provides input to executive management. Accountable for function financial results which impact organization performance.

COMPLEXITY & PROBLEM SOLVIING

Works consistently with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for multiple functional areas. Anticipates factors that could influence strategies and company position in the market.

DISCRETION & IMPACT

Establishes and develops broader company strategy and translates into multi-functional objectives. Erroneous decisions will affect the company's success, five years or longer.

COLLABORATION & INTERACTION

Interacts with internal and external executive level management, requiring negotiation of extremely critical matters Influences policymaking and strategy based on communication strategies and persuasion skills. Partners with executive leadership team for the function to provide cohesive direction towards company goals. Recognized as an influential leader.

MANAGEMENT & SUPERVISION

Leads activities of one or more functional areas, divisions, product groups and services through subordinate directors / managers who have overall responsibility for the successful operation of assigned areas. Oversees team(s) to develop new methods and solve company-wide matters.

ESSENTIAL DUTIES AND RESPONSIBILITIES: GENERAL

• Select, develop, and evaluate personnel to ensure the efficient operation of each function.
• Ensure the team works productively and effectively within onsite, remote, and hybrid work environments.
• Promote teamwork and model collaboration at Dimatix in every way possible.
• Partner with and strengthen working relations with Engineering, Customer Service, PHTL, Sales, Marketing, Product Management, Business Development, and Operations.
• Develop and implement the vision, strategy, goals, key performance metrics, improvement initiatives, and processes on a global scale.
• Design, develop and implement processes to support and enhance each functional area.
• Develop and implement effective communication methods to inform key stakeholders on customer issues and status updates.

ESSENTIAL DUTIES AND RESPONSIBILITIES: GCS MANAGEMENT 

• Initiate and oversee regular contact with customers to determine the state of their programs and product needs.
• Actively support customers in their development of new systems based on Dimatix products.
• Participate in highly integrated customer and application teams to satisfy customers and drive new business.
• Participate in and or lead problem solving teams for product specific problems and development opportunities.
• Conduct customer education programs; develop training literature and programs.
• Improve and implement methods to creatively analyze complex, vague, and difficult customer problems.
• Communicate customer needs to other technical departments within Dimatix.
• Maintain and tightly manage the Dimatix customer case database (Team Support) and global escalation process to respond to, address and resolve technical problems raised by customers.
• Develop technical support documentation and maintain controlled customer access through the customer portal.
• Implement tools and practices to enhance knowledge capture, transfer, and sharing within the group.

ESSENTIAL DUTIES AND RESPONSIBILITIES: QUALITY MANAGEMENT

• Manage the Quality Management Systems in Dimatix NH and CA locations to ensure relevance and conformance to the business requirements.
• Ensure the overall quality assurance program conforms with customer requirements, engineering specifications, and production schedules.
• Continue to take reasonable and appropriate steps towards one Quality organization and way of working.
• Partner with the NH and CA Operations teams to achieve product yield improvements, scrap reduction, process conformance, product quality, metric targets, etc. Present results at quarterly Town Halls or other companywide communication events.
• Partner with and remain closely aligned with GCS team members by participating in weekly FSE calls, technical discussions regarding product quality, and customer meetings where Quality input is needed.
• Visit customers and suppliers when necessary to confer on specific quality problems.
• Deploy effective statistical process control and continuous improvement techniques like LEAN and encourage the use of these tools to address product, process, and quality system issues.
• Lead the internal audit programs in NH and CA and assure successful annual ISO9001 registration.

PERFORMANCE TARGETS/EVALUATION MEASURES:

• Commercial and technical success of the customers’ products.
• Speed with which customers can bring their new products to market (“Surge” program effectiveness).
• Success of new strategic application programs.
• Timely customer communication and reduction in the number of customer complaints.
• Retention of customers, particularly large and strategic accounts.
• Timely resolution of open CAPA and CAR cases.
• Timely resolution of Team Support CAR tickets.
• Performance on achieving the GCS and Quality Goals.
• Performance on achieving the GCS and Quality metric targets.

SUPERVISORY RESPONSIBILITIES:                                   

• Supervision of global team of ~43 field engineers, NH based support engineers, technical writer, admin. assistant, analytical laboratory personnel, and NH and CA based quality assurance personnel.

QUALIFICATIONS:                                    

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED:

• Proven team building, leadership, strategic planning, tactical execution, and general management skills.
• Exceptional personnel management and interpersonal communication.
• Bachelors in a technical discipline or equivalent and 15 years or more years of related experience.
• Proven ability to lead diverse, customer-facing global technical teams.
• Advanced problem-solving skills utilizing science & engineering education to arrive at practical solutions.
• Ability to work across many functional departments in a collaborative and proactive manner.
• Excellent written, verbal and presentation skills in English.
• Ability to reason in “real time”.
• Exceptional organization skills and ability to participate, lead and mentor in a team environment.
• Excellent communication skills, both oral and written, including the ability to express ideas concisely and clearly to all levels within the company and the ability to effectively present to customers and management.
• Must instill confidence and engender trust, strong follow-through, and prioritization skills.
• Ability to establish & maintain effective working relationships within & outside the organization.
• Must have ability to project a positive, professional, and customer-responsive image.
• Strong computer skills
• Demonstrated experience recruiting and retaining top talent, as well as building and managing teams.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Adaptable to change and a leader in driving continuous improvement within the company.
• Able to influence, negotiate, and resolve conflicts to reach consensus around common goals.

DESIRED:

• Knowledge of Dimatix technology.
• Working knowledge of inkjet printers and subsystems.
• Fluency in language(s) other than English desirable, but not essential

PHYSICAL DEMANDS:               

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel up to 10%.

WORK ENVIRONMENT:           

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER:

• Other duties may be assigned.
• Each employee’s primary objective is to ensure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers’ requirements.
• Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session. Special attention must be given to the safety aspects of these documents.

FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.

Equal Opportunity Employer