Quality Planning Senior Manager

Position Summary

This role is not eligible for immigration sponsorship.

Role And Responsibilities

• Responsible for the overall management and leadership of ensuring the products of Samsung Electronics America operate to top quality standards.
• Manage product quality through field sensing and monitoring early warning indicators, and SEA communication activities to ensure customer satisfaction.
• Assume full responsibility for reporting SEA quality metrics and identifying areas for continuous improvement.
• Manage teams with focus on policy and strategy implementation and control with development; short-term operational/tactical responsibilities.
• Provide sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.

Other Duties May Be Assigned

• Develop, Manage and Lead Quality Management team.
• Provide strategic direction of the Quality function as it relates to SEA's business strategy.
• Identify quality KPI performances to ensure maximum customer satisfaction.
• Manage daily activities of product sampling to verify performance through established procedures via analysis.
• Takes ownership for sustaining quality of post launch products through driving resources toward effective resolution of failures or issues.
• Tracks performance of products repairs by utilizing project management tools, methods, and scheduling.
• Create standard reports, compile data, and provide information for the effective communication of test results, laboratory and production/test team performance.
• Gather and analyze weekly/monthly data from each carrier for quality concerns.
• Conducts processes and procedures to ensure and expedite resolution of product issues.
• Develop strategies for improvement, communication, process documentation.
• Interacts with all levels within SEA organization, HQ, and customer organizations to identify root cause and corrective actions for issues identified / interacts with all levels within STA organization and within customer organizations to identify, track, and work to resolve product quality issues and risk factors for subsequent performance in the field.
• Manage and analyze the customer-provided data for bounce returns – reporting on trends, issue resolution, tactical changes.
• Root cause analysis. Ensure data collected is maintained and processes are in place for clear and accurate reporting of all key quality metrics.
• Develop and maintain regular reporting on KPIs, improvements, trends, and other repair activities / maintains and improves the work documentation for all product inspection procedures used in service centers.
• Quality assurance, SOPs: develop and ensure quality processes are in place for any special/additional handling required of product prior to shipment to the customer.
• Implement statistical process controls/processes into the operation to drive sustainable improvement.

Skills And Qualifications

• Bachelor’s Degree or Master’s degree preferred, from an accredited college or university, or equivalent work experience in the Mobile Telecommunication industry.
• Minimum of 12-15 years in technical mobile telecommunications and quality management experiences with the ability to lead others as well as leadership directing employee’s daily work activities.
• Expertise in quality measurement, product management and/or customer service required.
• Experience researching and resolving customer technical complaints and issues.
• Proven ability to coach and course correct for results.
• Proven extreme detail oriented to recognize accuracies and inaccuracies / to report results.
• Proven experience planning, monitoring and managing departmental budget.
• Proven experience documenting SOP and reporting trends.