Job Abstract

Role Summary:

The QRC (Quick Response Center) Manager is directly responsible for site leadership and management of all operational aspects of the QRC. The primary objectives of the QRC Manager are to drive market-leading response and customer service with a focus on operational execution. This position is responsible for QRC operational planning, driving the customer experience, repair scope creation, and manufacturing at the site. The QRC Manager will drive programs to support safety, quality, and operational excellence at the site. These will be measured and monitored with monthly KPIs including TRR/LTA, OTD, Past Due Backlog, AMP cycle-time repair quotations, direct labor utilization, estimate accuracy, and Warranty.

Responsibilities:

• Drive QRC metrics for Year Over Year improvement in Safety, Quality, Operational Excellence, and Customer Experience.
• Enforce uncompromising Safety and Quality expectations by holding site accountable to adhere to safety standards at all times.
• Foster and reward a safety-first culture where everyone understands and owns their role. Drive the development of a mature safely culture with a focus on maintaining high safety standards and performance for the site.
• Prepare and execute an operations plan for the site that includes labor absorption, cost management, quality, efficiency improvements, facility maintenance, and capital management.
• Achieve an industry-leading customer service, focused on delivering improved customer experience with excellent response times and best-in-class quality.
• Select, train, review, motivate and manage personnel for the efficient performance of assigned duties and growth of the QRC.
• Establish succession planning and a direct labor development program.
• Recruiting, hiring, training, and counseling QRC personnel.
• Ensure proper coordination and interface with Sales, Commercial Operations, Operations, Finance, and other functional stakeholders within the region is occurring at both an individual and team level, to promote collaboration and clear communication on all applicable orders, policies and procedures, and other functional initiatives.
• Advocates and supports the Flowserve performance culture and ensures that performance is actively differentiated and managed within the team.
• Other duties as assigned.

Requirements:

• BS or BA Degree in relevant field and 8-10 years relevant experience
• Relevant experience in the manufacturing industry of which must include some operations management and supervision.
• Experience in manufacturing process improvement tools like Kaizen, Lean, 6-sigma, CIP, 6S etc. and quality management systems (ISO).
• Experience in a leading and instructional working style which has encouraged team-oriented process, values communication, participation and involvement of others with exposure to mentorship of employees and management training.
• High proficiency in order management tools, software and concepts.
• Demonstrated ability to improve process and best practices.
• Experience with Microsoft Office tools; Excel, PowerPoint, Word, Outlook, etc.
• Prior experience working the fast-paced and unpredictable environment around repair services.
• Knowledge of service environment activities including DCI, machining, assembly, test, and field service for seal repairs and rotating equipment.

Preferred skills:

• Experience in seals, and rotating equipment repair and/or operation is preferred.

The pay range for this position is $154,391.09 - $231,648.74 USD Annual