For more than 100 years, Modine has solved the toughest thermal management challenges for mission-critical applications. Our purpose of Engineering a Cleaner, Healthier World™ means we are always evolving our portfolio of technologies to provide the latest heating, cooling, and ventilation solutions. Through the hard work of more than 11,000 employees worldwide, our Climate Solutions and Performance Technologies segments advance our purpose with systems that improve air quality, reduce energy and water consumption, lower harmful emissions, enable cleaner running vehicles, and use environmentally friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (U.S.), with operations in North America, South America, Europe, and Asia. For more information about Modine, visit modine.com.
Position Description
The Quality Program Manager is a staff level position reporting to the General Manager – North American Data Center Hyperscale and is responsible for acting as a global liaison between Hyperscale customers and the Data Center Operations and Quality departments. This position will help develop long term customer relations by supporting world class customer satisfaction.
Key Responsibilities
KEY RESPONSIBILITIES:
Þ Customer Engagement: build and sustain strong relationships with decision-makers and influencers. Utilize value-add techniques to understand customer needs and provide positive feedback to enhance customer relations. Ensure all program requirements are communicated to appropriate internal departments.
Þ Collaboration: Partner with internal teams, including engineering, quality, production to ensure smooth delivery and exceptional service. Provide feedback during commercial leadership and internal/external cadence meetings.
Þ Program Planning: Oversee program planning, execution, and delivery for Hyperscale customers. Develop and maintain documentation including value stream plans, special requests, technical files, and meeting minutes and project report.
Þ Identify and manage program risks and issues, implementing mitigation strategies across Hyperscale customers.
Þ Leverage strong analytical skills to support Data Center initiatives with customers and site teams.
Þ Ensure correct prerequisites are communicated for production, logistics, quality and customer satisfaction.
Þ Coordinates plans for information/data gathering and analysis such as customer scorecards, external complaints (BIM 360, Procore,CxAlloy etc), etc. Bring one voice of communication by responding to BIM/BUGs.
Þ Works to maintain Hyperscale customers external dashboard portal to ensure performance metrics are on target.
Þ Works with service technicians to schedule on-site repairs and part requirement needs.
Þ Work with Sales team to develop and communicate quotes and invoicing for site repairs.
Þ Meetings with site contractors and customer POC’s will be required in order to meet site commissioning dates. Work Notes will be required to be completed as required.
Þ Complete quality forum documentation and participate in monthly quality forum meetings.
Þ Review contractual quality requests and working with site Quality Manager to support negotiation of acceptable quality requirements while developing a quality plan for implementing unique requirements.
Þ Drive customer quality performance to “green” on scorecards by addressing timely awareness of potential customer escapes to reduce their impact and prevent future escapes.
Þ Collaborate with site Quality team on the development and regular update of a standard electronic package of customer quality data to include quality performance, containment, corrective and preventative action plans, meeting/communication cadence and audit schedules and results.
Þ Engagement with management and executives to identify top issues for program level resolution.
Þ Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for customer experience improvements.
Þ Review Lessons Learned and customer feedback of previous programs across all regions. Present key findings and data to site Quality and Production Leadership teams.
Þ Work with site Quality Manager for QBR/Quasar reporting to the customer and site audits.
Þ Review customer installation manuals to ensure information is current to site practices.
Organizational Scope and Structure:
Þ This position reports solid line to General Manager – North American Data Center, Hyperscale.
Þ This position will have no direct reports.
Þ This position will have no direct quality site control authority as those responsibilities will fall with the site Quality Manager. Position is expected to work with local groups to accomplish tasks and implement new processes.
Required Education & Qualifications
· Bachelor’s Degree in technical field. Ie Industrial, Mechanical, Chemical, or Electrical Engineering
· 5-7 years minimum background in a quality function such as Engineer, Supervisor, Manager.
· Prior supervision of people is a plus.
· Experience in quality system requirements with knowledge and understanding of ISO 9001: 2015.
· Strong project management, communication, organizational and leadership skills.
· Proficient in PC skills (Spreadsheets, Presentations, etc.)
· Proficient in basic problem solving tools (8D, PDCA, 5-Why, Cause / Effect)
· Strong inter-personal skills
· Must possess a strong sense of urgency and an appreciation for working in a fast-paced deadline-oriented environment.
· Ability to handle multiple projects effectively.
· Strong understanding of field/Operations and Quality standards.
