FSQA Customer Support Manager

Position Summary

The Manager-FSQA Customer Support role serves as a resource to key customers by supporting North America Zone FSQA Directors, processing plants, and other OSI functions. This role works directly with customers and implements customer-focused activities.

Principal Duties & Responsibilities

• Conduct process verification audits to ensure manufacturing facilities are in compliance with customer requirements.

• Facilitate customer audits, inquiries, and escalations.

• Represent OSI by providing technical support and expertise to the customer.

• Collect, track, and trend complaints.

• Present data on an ongoing basis to customers, OSI facilities, and OSI leadership.

• Support timely and thorough plant investigations to assist with root cause analysis for product or process deviations.

• Leverage data to support decisions regarding customer resolutions and satisfaction.

• Facilitate product training and coordinate sensory evaluations with customers and OSI plants.

• Support review and updates of customer product specifications and quality agreements to ensure operational feasibility without compromising safety.

• Support development of FSQA and customer-specific procedures and process/equipment validation.

• Support OSI commercialization activities by aligning the plant to the customer requirements, ensuring accurate data collection, tracking initial performance to specifications, and flagging potential gaps.

• Support customer traceability requirements, conduct traceability assessments, and monitor the effectiveness of hold and release programs.

• Support the OSI Corporate FSQA Department in managing emerging food safety and quality risks.

• Contribute to innovation, troubleshooting, and brainstorming ideas in a team environment.

• Understand and place appropriate safety procedures in practice.

Experience & Skills

• Effective analytical and communication skills.

• 5+ years of relevant work experience in the food industry (plant level).

• Understanding of continuous improvement tools.

• Ability to travel to OSI facilities, distribution centers, and customer sites.

• Experience in SAP, specifically for QM roles desired.

• Knowledge of Microsoft Office and computer skills.

• Experience in Sensory Evaluation is desired.

• Ability to follow directions, work well independently or in a group, and communicate effectively.

Preferred Education

• Bachelor’s degree in Food Science, Industrial Engineering, Animal Science, Nutrition, Culinary Sciences, Biology, or related field preferred.

Compensation & Benefits

The salary range posted represents the low and high end of OSI’s salary range for this position. The salary range for this role is $97,644.00 to $146,466.00 USD, with a midpoint of $122,055 USD. Offers are typically made between the minimum and midpoint of the range, based on skills, experience, and internal equity. In rare cases, highly qualified candidates may receive an offer above the midpoint; however, offers at the maximum of the range are not customary. Salaries will vary based on various factors, including but not limited to, location, education, skills, experience, and performance. Base salary is one component of OSI’s overall total rewards package. Other components may include bonuses, special pay programs, comprehensive time off, 401k with match, and a full suite of benefit offerings for you and your family.