Manager - Customer Quality

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes and infrastructure.  Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs.  Join us.

Summary

Role Definition
Oversees the administration and continual improvement of quality management systems.

Responsibilities

• Supporting development of quality assurance strategies, processes, guidelines and control plans which assure quality and reliability of manufactured products.
• Leading the development and implementation of corrective action and preventive measures to achieve quality targets.
• Investigating and addressing trends with internal and external non-conformance.
• Leading, managing and developing multiple teams, team leaders, quality specialists and inspectors to assure that quality standards are met.
• Developing and reviewing reports to review with quality assurance, production, management, and engineering personnel to solve quality issues.

Skill Descriptors

• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Level Working Knowledge:
• Contributes to short-term operational plans.
• Anticipates and adapts to plan changes.
• Monitors progress of work against plan as required to meet objectives.
• Reports variances and makes agreed-upon corrections.
• Under guidance, develops tactical plan for own direct responsibility.

Quality Management: Knowledge of quality management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization.

Level Working Knowledge:

• Utilizes quality indicators relevant to own unit or function.
• Adheres to organizational quality management processes and practices.
• Applies key aspects of continuous improvement processes and evaluates impact on quality.
• Uses quality evaluation tools and techniques such as walkthroughs and inspections.
• Works with quality assurance methods, tools and techniques.

Job Profile Summary

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Level Working Knowledge:

• Demonstrates experience participating in productive collaborative processes.
• Under guidance, initiates collaborative meetings.
• Assists in communicating shared goals with diverse groups and parties.
• Helps promote collaboration across generations, functions, regions, and levels.
• Helps solve business problems and meet business goals through collaborative processes.

Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization. Level Working Knowledge:

• Develops basic persuasive arguments.
• Discusses organizational culture around providing input on decisions.
• Uses active listening skills and probing techniques to surface opportunities to influence.
• Identifies who the decision makers are and how they receive information.
• Regularly presents ideas or suggestions to associates in persuasive terms.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Quality Risk Management: Knowledge of processes, tools, and techniques for Quality Risk Management; ability to implement the quality assurance process of assessment, control, communication, and review of risks to the quality of products.

Level Working Knowledge:

• Documents the key steps of a unit-specific risk management process and associated procedures.
• Explains and analyzes quality indicators and metrics relevant to own unit or function.
• Highlights Quality Risk Management issues throughout the product life cycle.
• Participates in a crisis management team to address quality issues.
• Understands overall business objectives to effectively mitigate risks associated with quality.

Lean Manufacturing: Knowledge of the philosophy, principles and implementation approaches of lean manufacturing; ability to integrate and implement lean manufacturing philosophy into existing production and management processes.

Level Basic Understanding:

• Cites examples of benefits and risks associated with implementing lean principles.
• Describes basic tools for observing existing processes and identifying waste.
• Cites industry or company examples of successful and unsuccessful lean implementations.
• Identifies key lean principles and highlights of the lean manufacturing process.

Root Cause Analysis (RCA): Knowledge of the concepts, principles and techniques of root cause analysis (RCA); ability to use a structured approach to identify the causes of undesirable consequences in a manufacturing environment and the changes needed to prevent recurrences.

Level Basic Understanding:

• Explains the rationale for finding and resolving the real cause of a problem rather than simply continuing to deal with the symptoms.
• Describes the basic steps in an approach to root cause analysis (RCA).
• Gives examples of problems that were resolved through root cause analysis.
• Defines the terms 'Fixes that Fail structure' and 'Addiction structure'.

Basic Qualifications

• Bachelor’s degree in Engineering in Mechanical from a well reputed University/College
• 10-12 years of relevant professional experience

Top Candidates will also have

• Demonstrates very good communication skills.
• Six Sigma GB / BB Certified.
• A penchant for innovation, above average initiative, people development, and interpersonal skills.
• Comprehensive knowledge of Caterpillar Inc.; its products and services; its internal systems, processes, and procedures; and a general understanding of Caterpillar’s external customers, competitors, and market influencers.

Additional Information

• Location – Hosur, Tamil Nadu - India

The Power of Everyone

At Caterpillar, we believe each person is unique and valued, and are committed to ensuring that our workplace is diverse and representative of the many customers we serve around the globe. Different perspectives help us achieve our best work and come together to form a high-performing Caterpillar team that makes positive changes in the communities where we live and work.

Learn about Caterpillar at www.caterpillar.com

Employee benefit details

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

Caterpillar offers many job opportunities which can be found through our employment website at www.Caterpillar.com/Careers .

Caterpillar is an Equal Opportunity Employer (EEO).

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