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Have you ever u sed the self-checkout in a Tesco's? Played the slots at an arcade/casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).
We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.
Headquartered in Malvern, PA, CPI is supported by: 2,000 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.
The Quality Director can be based out of any of the following CPI locations:
The Director of Quality leads customer field product quality, APQP strategy, customer product satisfaction and is the primary liaison to the customer for product quality issues. This individual will define, create and execute standardized quality and continuous improvement strategy for the business. The Director leads all customer related quality and field issues to satisfactory customer and business centric resolution utilizing cross-functional resources.
This person ensures that correct quality practices and procedures are followed across the product lifecycle that maximize customer satisfaction (New Product Development, Launch, Field Performance/Failures, and Product Discontinuation). This role is responsible for ensuring proper use of the Crane Business System (CBS) tools.
Customer Liaison for Product Quality Issues
Primary lead/contact for customer quality, service, and product issues; liaison between sales force, technical support, customer service, engineering, manufacturing and product management
Proactively communicate quality issues, actions, customer/financial impact and schedules across the internal organization and work with product management for external communication
Collaborate with technical support, compliance, supplier quality, and factory quality to measure, identify, and remediate customer quality issues
Lead Customer Satisfaction/Field Quality Improvement:
Lead global standardization and improvement of field quality performance metrics, data collection, measurement processes and tools
Implement standard process to monitor key quality parameters over the life of CPI products working with global service centers, tech support, technology, and customers.
Develop standard quality plans, targets, performance, and systems for integration of new, acquired and startup products that maximize customer satisfaction
Develop tools and metrics to correlate field issues with external factory or suppliers
Work closely with SQA and factories to minimize potential field quality issues
Manage Quality Systems and Process Implementation
Drive the APQP (Advance Product Quality Planning) strategy across all CPI sites
Standardize global customer quality measures, metrics and reporting
Develop globally standard and robust field quality reporting with actionable priorities for Channel Leaders and Management Team (SAP, Service Management, CRM, CCR database, OOB systems, etc.)
Administer (SAP, Sales Force, etc) procedures to execute quality containment, quarantine and holds as requested by the channel(s), factories, or distribution centers
Liaison between customer and site quality audits
Work with Engineering to develop, implement, and administrate a process for routine evaluation of aged product performance and reliability against the product specification.
Work with engineering to compare findings to historical warranty claims, costs.
Assess warranty claims and field performance as compared to warranty provisions, make recommendations to proactively manage and minimize warranty costs
Bachelor's degree in an Engineering discipline
~5+ years working experience in a product management discipline with electro-mechanical, SW, FW products in a B2B environment
~ Completed or about to complete an MBA program; Focus in product management or marketing – beneficial
Competitive salaries
~ Pension
~25 days Annual Leave
~ Life insurance
~ Free onsite parking
~ Employee Assistance Programme
~ Community involvement and volunteering events
~ Opportunities to travel and work at our global sites
CPI is part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. It is the policy of Crane NXT and Crane Payment Innovations to prioritize internal applicants, with due diligence, and only individuals who have expressed interest in this specific position will be considered. These individuals must possess the basic qualifications for the position and must also have submitted an expression of interest for this position through the internet or related electronic data technologies.
Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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