Nephi, Utah, United States

Customer & Quality Control

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Job ID 54371

Quality Control & Customer Relations

Job Description

Job Title:                      Quality Control & Customer Relations

Department:                 Production

Reports to:                   Production Lead

Date:                            01/24/2020


The plant Quality Lead is accountable to drive defect elimination by working with the plant to improve the manufacturing process, continuously improve the quality control process, and improve the quality of the end product, while contributing to a safe and an increasingly cost-efficient manufacturing environment.

Eliminate defects by involving everyone to improve quality and produce products that meet customer Fitness-For-Use. Drive to zero waste / loss culture through the implementation of sustainable improvements.

REPORTS TO:   This position reports to the Nephi Plant Operations Leader.


Lead for an injury free environment

  • Live the OC Safety Standard and adhere to the Safety Responsibilities
  • Ensure that all control plans, work instructions, and other procedures related to the technical operation of the production lines ensure the safety of employees
  • Ensure a safe work environment through strict adherence to OC safety policies and procedures
  • Drive continuous improvement in the areas of safety and housekeeping
  • Utilize technical knowledge to provide a safe and secure work environment for all employees, contractors and visitors

Metrics - Quantitative:

  • Personal safety, Hazard Hunts and Risk Reduction
  • Safety Metrics - Near Misses, First Aids, RIR, Critical 6

Knowing our Customers

  • Has the responsibility to ensure customer satisfaction is paramount in designing, implementing and maintaining processes and quality systems
  • Identifying, understanding, and teaching others the critical product characteristics required to provide our customers with a quality product
  • Developing and implementing procedures and systems to ensure products consistently meet or exceed customer expectations
  • Supporting experiments or trials for new and existing products to ensure they meet customer’s fitness for use
  • Responsible for investigating all customer complaints, determining root causes, implementing corrective actions, communicating with the customer all while keeping leadership very informed
  • Work in close cooperation with internal and external stakeholders to resolve service exceptions and claims

    Metrics – Quantitative:
  • Customer complaints
  • Service Failures
  • Plant driven quality goals

Setting plant policies, strategies and targets

  • Drives an increased understanding of the customers and the markets served by the plant for relevant topics in relation to quality
  • Analyzes product and process data, providing feedback on performance and trends, and making recommendations to optimize performance
  • Networks with other teams and the Science & Technology Center (S&T) to identify and implement best practices
  • Administers plant complaint system (permissions, reporting, etc.)
  • Performs Internal Audits, and support plant level internal audit processes, including verification
  • Supports the sourcing department by executing Supplier audits at critical suppliers and implement adequate Supplier Management processes
  • Completely aware of, and participate fully in, the quality complaint process
  • Coaches, counsels, and trains plant employees on process control and customer requirements
  • Develops and implements procedures and systems to ensure products consistently meet or exceed customer expectations

Metrics - Quantitative:

  • Audit outcomes
  • Customer complaint reduction
  • Time to communicate to customer
  • # repeated complaints

Talent Management & Development

  • Develops skills competency in line with skills matrix
  • Assesses and measures performance of plant quality control
  • Trains employees in process control procedures
  • Works with employees to develop and implement operator control plans
  • Works in a team environment where accountability for compliance of all quality systems and customer satisfaction is incumbent on both the leadership team and the individual
  • Partners with maintenance to develop and implement total productive maintenance plans for equipment to ensure employee understanding and ownership

Metrics - Quantitative:

  • % of compliance with skills gap closure


  • Acts as the main point of contact and voice of the plant for the customers and is responsible for planning, executing, and learning from customer visits.
  • Communicates expectations around continuous improvement with all team members
  • Provides ongoing operations statistical updates to lead team and employees
  • Communicates statistical data in a manner which employees can understand and use the information to improve process and product outcomes
  • Ensures communications and directions are coordinated across all shifts and through leadership
  • Acts as an agent for positive change, continually raising the bar with the objective of attaining and sustaining world class manufacturing performance as defined by ISB Manufacturing Leadership

Metrics - Qualitative:

  • Problem solving effectiveness
  • Change successfully implemented

Job Requirements


  • Bachelors degree preferred, Engineering discipline preferred
  • Successful previous management experience, leading the function of quality within a manufacturing or technical environment


  • Previous experience in measuring process capability
  • Previous experience engaging with customers and adhering to customer needs

Beneficial KNOWLEDGE and SKILLS:

  • Excellent communication skills with customer facing capabilities
  • Strong technical skills with ability to understand complex processes as well as equipment inputs/outputs
  • Strong root cause analysis capabilities, ability to collect and analyze data to solve complex problems
  • Understanding of manufacturing processes and quality/continuous improvement systems such as: Lean Manufacturing, LPA (Layered Process Audits), TPM, etc.
  • Understands customer needs, product specifications, basic cost drivers and the critical process variables (CPVs) that impact these elements
  • Understands and works with basic principles of engineering
  • Ability to communicate with and engage employees at all levels of the organization
  • Strong background in statistical process control techniques
  • Ability to effectively manage multiple priorities or projects at one time
  • Exhibits strong leadership through projects and teams to achieve results


The employee should possess the ability to:

  • Outstanding attendance on site and the ability to work varying or rotating shifts.
  • Wearing respirator protection - frequently
  • Exposure to hot/cold temperature- continuously
  • Exposure to noise- continuously
  • Lifting/carrying/moving up to 50 pounds
  • Sitting- frequently
  • Standing- continuously
  • Twisting and Bending - continuously
  • Walking – frequently
  • Hand/Eye Coordination– continuously
  • Depth perception – continuously
  • Peripheral vision and the ability to see colors - continuously

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.To perform this job successfully, the incumbents(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently.Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.his document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Please note:Applications must be filled out completely—incomplete applications will not be considered. Resumes are welcome, but are not a substitute for completing the application.

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