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Quality Manager

Scope:
The Quality Manager reports to the Vice President of Operations and is a key, hands-on member of the operations team. The Quality Manager oversees an employee group consisting of Technical Support and Quality Assurance team members and is responsible for training, professional development, and evaluation of their work performance. The Quality Manager ensures that standards of performance and work output satisfy both internal and external customer service needs and partners with our engineering team to facilitate resolutions on product issues.
Primary Responsibilities
Supervises, guides, and assists Technical Support Specialists with their day-to-day activities which include answering inbound customer calls and emails related to product warranty claims and replacement parts
Supervises, guides, and assists the Equipment/Quality Assurance Specialists with their day-to-day activities which include receiving, diagnosing, repairing, and repackaging equipment returns from various distribution channels as well as inspection of inbound purchase orders
Motivates technical support team through performance coaching and setting objectives
Maintains a safe working environment
Facilitates customer resolution for escalated calls and engages the necessary technical support personnel
Reviews and approves work orders for field service technicians and installers
Oversees the ordering of supplies and parts for service department inventory
Helps service personnel diagnose equipment issues as needed
Assists in the decision to repair product, replace parts, or recommends replacement of product based on financial analysis and customer relationship
Creates monthly reports based on team performance and issues resolved or left unresolved; provides key metrics monthly to upper management
Using corporate goals, trending, forecasts and other methods to assess and mitigate any training, product knowledge or coverage gaps within the department
Develops a strong relationship with partner companies in order to maintain a high level of support
Builds relationships with the operational and technical departments of our key accounts
Partners with the engineering team to trouble shoot product issues and conduct product testing
Assists the product and engineering teams as necessary with product development activities including Owner's Manual development, technical support materials, and other assigned tasks
Proactively identifies product issues and quality trends
Provides assistance to customers and authorized service providers in product training, repairs, installations and maintenance methods and schedules
Develops and maintains internal product quality processes, procedures, and policies
Creates Product Support Bulletins, internal quality memos, and technical support videos Maintains company's Technical Support and Product Knowledge depository and files
Professional Qualities
Suggests areas for improvement in internal processes and provides constructive suggestions for change
Facilitates effective team interaction
Seeks opportunities to increase customer satisfaction and deepen client relationships
Participates in personal development opportunities outside of training provided by Mad Dogg Athletics
Complies with and helps to enforce standard policies and procedures
Personal Attributes
Self-starter, who can multi-task and prioritize in a demanding environment
Excellent people skills and a great deal of patience
Disciplined, energetic and results orientated
Possesses an analytical approach to problem solving
Has a solid understanding of root cause analysis methods
Create an environment where staff can develop and excel
Education, Experience, & Skills
Education:
Preferred 2 or 4 year degreed college graduate with focus on engineering or business, minimum high school graduate or GED with technical training course work
Combination of 3 or more years of supervisor or lead level experience in a service and/or repair oriented facility
Experience leading/supervising employees
Possesses the technical ability to analyze, diagnose, and report on the root causes associated with fitness equipment and associated product failures
Demonstrable ability to work independently, make accurate decisions, and analyze risk
Experience working with and/or troubleshooting hardware/mechanical equipment issues
Excellent organizational and planning skills
Ability to solve problems and think through complex situations
Strong oral and written communication skills
Proficient in MS Office applications including Excel, Outlook, and Word
Proficient in CRM systems
Sage 100 experience a plus
Fitness Industry experience a plus
Able to lift 50 lbs. unassisted
Status:
Full Time Employee
Compensation:
$55K-$58K DOE
Benefits:
Medical, Dental, Vision, 401K, FSA, Paid Holidays, Paid Vacation
Location:
Rancho Dominguez, CA

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