Director of Technical Customer Service & Quality Assurance

Charter Steel (Saukville, WI)

Position Summary

The Director of Technical Customer Service and Quality Assurance will be responsible for providing leadership and direction in implementing Charter Steel's initiatives in the areas of process, product development, and product quality and customer technical services. The primary function of this position is to plan and implement product development programs and quality improvement, both short and long range, targeted toward existing and new markets/customers to provide the organization with an optimal combination of product volume, product mix, and quality that supports the operational and financial goals of the company. The Director drives improvements in people, processes and technologies that enhance the company's overall product portfolio offerings, competitive market position and company profitability. Interprets technical customer services and quality operating results and provides insight and recommendations to the leadership including actions to drive improved business results in this area. Responsible for managing the delicate balance between product claims and customer satisfaction, fostering strong customer relationships while protecting the integrity of Charter Steel’s financial liabilities.

Minimum Qualifications

  • Bachelor's degree in Metallurgy, Material Engineering, Engineering or equivalent.
  • Ten years’ experience in metallurgy and materials engineering in the carbon and steel bar, rod, and wire industry, with at least five years of managerial experience in a technical discipline.
  • Experience in creating and implementing product develop and product improvement strategies.
  • Strong working knowledge of ISO-9000 and TS-16949 quality systems and track record of making improvements in e quality systems.
  • Strong understanding of margin analysis, cost drivers, and operational capabilities
  • Strong project management skills
  • Excellent interpersonal and communication skills, including, influencing, facilitation, relationship-building negotiations and communicating across businesses, functions and outside vendors.
  • Strong analytical skills with the ability to frame business issues, analyze options, and concisely articulate a course of action to cross functional audiences.
  • Ability to seamlessly move between strategic and tactical technical service and product quality issues.
  • High level of proficiency in using Microsoft Office Suite or similar products.
  • Ability to travel on a regular basis.  Approximately 25%.

Preferred Qualifications

  • Advanced degree in metallurgy, materials sciences, engineering, preferably a master’s degree.
  • Experience in Cold Heading industry and/or other key markets (CTL, Suspension Springs and Bearings)
  • Experience in strategic planning process.

Major Accountabilities

  • Develops implements and supports Charter Steel's initiatives in the areas of process, product development, product quality and customer technical services.
  • Plans and implements product development programs and quality improvement, both short and long range, targeted toward existing and new markets/customers to provide the organization with an optimal combination of product volume, product mix, and quality that supports the operational and financial goals of the company.
  • Interprets customer specifications, customer process and requirements and relates that to manufactured product quality and operations ability to meet those specifications/requirements.
  • Identifies and brings forward process improvement technology solutions.
  • Supports Sales, TSE and customers by offering new and improved products that leverage enhanced manufacturing methods or material science properties.
  • Recommends process improvements to the customer’s process or Charter's manufacturing process to support the product offering to the end customer.
  • Develops and maintains strong technical relationships with customers.
  • Oversees customer claims activity, responds to field issues and interprets data and reports for final disposition of claims ultimately determining responsibility.
  • Manage division quality systems and assure compliance to all requirements of those systems including requirements of TS16949 (now IATF), A2LA, etc.
  • Ensures the lab quality management system is implemented and followed at all times in accordance with ISO 1025.
  • Ensures that all service requests are processed in a timely manner and significant technical issues are raised to the appropriate level for action.
  • Monitors and reports on the market competitive landscape to identify industry trends and technology trends that may affect our products.
  • Represents the company at all industry association meetings.
  • Provides leadership development and coaching to the team.
  • Builds high performing and engaged teams.
  • Develops monitors and maintains a budget for all department functions.
  • Maintains a safe working environment and provides leadership and support for the division’s safety programs consistent with the company’s mission and values.

Responsibility for Supervision

5 Direct Reports

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