Quality Director

at  Crane Payment Innovations

Have you ever used the self-checkout in a Tesco’s? Played the slots at an arcade/casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).
We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.
Headquartered in Malvern, PA, CPI is supported by: >2,000 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.
The Quality Director can be based out of any of the following CPI locations:

US

• Malvern, PA
• Mount Prospect, IL
• Williston, SC

Mexico

• Queretaro

UK/EU

• Buxtehude, Germany
• Geneva, Switzerland
• Manchester, United Kingdom

IT IS THE POLICY OF CRANE NXT AND CRANE PAYMENT INNOVATIONS TO PRIORITIZE INTERNAL APPLICANTS, WITH DUE DILIGENCE, AND ONLY INDIVIDUALS WHO HAVE EXPRESSED INTEREST IN THIS SPECIFIC POSITION WILL BE CONSIDERED. THESE INDIVIDUALS MUST POSSESS THE BASIC QUALIFICATIONS FOR THE POSITION AND MUST ALSO HAVE SUBMITTED AN EXPRESSION OF INTEREST FOR THIS POSITION THROUGH THE INTERNET OR RELATED ELECTRONIC DATA TECHNOLOGIES.

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

The Director of Quality leads customer field product quality, APQP strategy, customer product satisfaction and is the primary liaison to the customer for product quality issues. This individual will define, create and execute standardized quality and continuous improvement strategy for the business. The Director leads all customer related quality and field issues to satisfactory customer and business centric resolution utilizing cross-functional resources.
This person ensures that correct quality practices and procedures are followed across the product lifecycle that maximize customer satisfaction (New Product Development, Launch, Field Performance/Failures, and Product Discontinuation). This individual ensures ownership for issues that are well placed and routine and escalates to appropriate manager(s) to execute a resolution. This role is responsible for ensuring proper use of the Crane Business System (CBS) tools.

Responsibilities and Duties

• Customer Liaison for Product Quality Issues
• Primary lead/contact for customer quality, service, and product issues; liaison between sales force, technical support, customer service, engineering, manufacturing and product management
• Lead corrective and preventive actions that improve the total customer experience
• Lead root cause, containment, and corrective actions and implement process improvements for future mitigation in a timely manner
• Proactively communicate quality issues, actions, customer/financial impact and schedules across the internal organization and work with product management for external communication
• Collaborate with technical support, compliance, supplier quality, and factory quality to measure, identify, and remediate customer quality issues
• Lead Customer Satisfaction/Field Quality Improvement:
• Lead global standardization and improvement of field quality performance metrics, data collection, measurement processes and tools
• Implement standard process to monitor key quality parameters over the life of CPI products working with global service centers, tech support, technology, and customers.
• Develop and administer globally standard monthly reporting that identified key trends, out of bound metrics, and a clear prioritized remediation action plan with owners and dates
• Develop standard quality plans, targets, performance, and systems for integration of new, acquired and startup products that maximize customer satisfaction
• Achieve CPI warranty cost objectives; drive warranty resolution
• Manage DPPM targets and COPQ metrics
• Develop tools and metrics to correlate field issues with external factory or suppliers
• Work closely with SQA and factories to minimize potential field quality issues
• Manage Quality Systems and Process Implementation
• Drive the APQP (Advance Product Quality Planning) strategy across all CPI sites
• Drive ISO compliance across all sites and begin to standardize common processes.
• Standardize global customer quality measures, metrics and reporting
• Develop globally standard and robust field quality reporting with actionable priorities for Channel Leaders and Management Team (SAP, Service Management, CRM, CCR database, OOB systems, etc.)
• Administer (SAP, Sales Force, etc) procedures to execute quality containment, quarantine and holds as requested by the channel(s), factories, or distribution centers
• Liaison between customer and site quality audits
• Lead CPI to World Class Product Reliability:
• Work with Engineering to develop, implement, and administrate a process for routine evaluation of aged product performance and reliability against the product specification.
• Work with engineering to compare findings to historical warranty claims, costs.
• Assess warranty claims and field performance as compared to warranty provisions, make recommendations to proactively manage and minimize warranty costs