Customer Quality Supervisor

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products.  Today, we have more than 3,500 employees across 28 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, we had revenues surpassing $1.7 billion in 2022 and over $3.5 billion in enterprise value.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Customer Quality Supervisor

Location:  Whiteland Site Operations                                                                     Update:  8/29/23

Reports to:  Process Control and Development Manager                              Direct Reports:  TBD

Work Schedule:  TBD

The Customer Quality Supervisor provides leadership to the Customer Quality Department. They will also serve as a constructive partner to each department to ensure processes match desired outcomes and assist with resolutions when they do not. The focus of this position is to work closely with departments leaders and SME’s to ensure that processes are providing the desired outcomes in a cost effective and efficient manner and that Customer concerns are managed.

The Customer Quality Supervisor will lead the investigative arm of customer concerns, mis-shipment review and internal error reporting for determining and presenting potential resolution to the departments for countermeasures to resolve these failures.   They will also maintain a comprehensive reporting system for each of these activities to ensure corrective feedback, progress tracking and countermeasure proposals to department leaders.

The Customer Quality Supervisor will manage the Acadia training documentation system.  They will ensure that Technical Writers are consistent in writing techniques and that all contributors and leaders are versed in usage of Dorman’s contributor training management systems.  This role is key in ensuring that process failures are reviewed, documented, counter-measured, communicated and trained. 

Responsibilities:

• Establish departmental meetings between Leaders, SME’s, and others as needed to present, discuss, and create resolutions to detected process failures.
• Create trials for process changes to ensure accuracy prior to launch
• Ensure Mis-ship investigation are done in a timely manner and all responses to Finance include proper documentation for approval or denial of Customer claims
• Ensure that process changes are documented, approved and trained in a timely manner
• Manage uniform cross-site deployment of SQDIPE Boards
• Provide information to each department on what contributor need training on individual process updates and maintain follow-up to ensure all contributors complete self-certification.
• Ensure self-certification testing documentation adequately addresses the changes required.
• Create, enforce and maintain a single writing style between technical writers
• Establish and maintain a regular system of audit reviews
• Ensure Customer Experience Log (CEL) is reviewed and responses issued to appropriate parties in a timely manner
• Serve as a liaison between departments when process failures affect multiple areas
• Provide a system using internal and external 8D’s / CARS / QRD’s to documents process failures and promote communication between departments and/or customers.
• Represent the company as a trusted liaison between Dorman and its customers.
• Manage auditor’s daily activities, including scheduling their departmental responsibilities.
• Manage Process failure log to ensure accuracy and develop it for future growth and change.
• Recognize common features between processes to ensure countermeasures have maximum benefit
• Guide department leaders with procedural insight when reviewing potential process deviations
• Ensure stability of Acadia system by removal of termed contributors and addition of new hires
• Ensure auditors have equal understanding of procedures
• Create and maintain meeting minutes, meeting schedules, project summaries and updates as needed.
• Meet with team regularly to review progress and priorities
• Perform discipline as needed
• Maintain Ceridian as required.
• Maintain and develop reporting systems to grow with the company.
• Assist with all implementation of new or modified processes.

Requirements:

• Must have experience in developing countermeasures that fit in with overall concepts.
• Strong project management experience
• Experience facilitating meeting and juggling competing interests
• Understands and can analyze data from multiple sources
• Experience working with both management and hourly contributors to resolve issues
• Ability to handle multiple tasks and prioritize as needed.
• Computer skills in: Microsoft office, Microsoft Teams, SAP, Acadia, Qlik, Ceridian and Easy-metrics, Salesforce.

• Process controls top skills & proficiencies:

• Communication
• Technical Understanding
• Problem Solving
• Leadership
• Teamwork
• Client Management
• Business Operations
• Multitask
• Writing skills

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  EEO/AA Employer M/F/D/V.  www.DormanProducts.com