Customer Satisfaction & Management of Quality Director

Role Summary
The Volvo Group shall be the leader in customer satisfaction, delivering pioneering products and services for the transport and infrastructure industries. All business entities shall contribute to this achievement through customer focus, commitment and participation by everyone, a process-based approach and continuous improvement.

For products & services designed & produced by Volvo Compact Equipment SAS:
  • Demonstrate our ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements
  • Determine & select opportunities for improvement and implement any necessary actions to meet customer requirements & enhance customer satisfaction
  • Enhance customer satisfaction through the effective application of the Quality Management System, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements
  • Drive the Quality agenda (short, mid & long term)
  • Drive the Quality Governance
  • Manage the Machine Demo Center
  • Drive special applications process
  • With support & expertise from local Operational Management System (“OMS”) leader, and other stakeholders as relevant (internal & external)
Main tasks, responsibility and authority
  • With support & expertise from local Operational Management System (“OMS”) leader, and other stakeholders as relevant (internal & external):
    • Setting the scene (“context of the organization”)…
    • Determine & document:
      • external and internal issues
      • interested parties and their requirements
  • … needed to meet our commitment to Quality for the products & services that we offer:
    • current products (Production)
    • future products (Design)
  • Put necessary controls in place to evaluate the ability of the organization to meet requirements
  • Internal (ie. Design, Production)
  • External (ie. Suppliers, dealers & customers)
  • Ensure that products & services that do not conform to their requirements are identified and controlled to prevent their unintended use or delivery
  • Responsible for proper use, maintenance & continuous improvement of the Quality Management System:
    • needed processes
    • necessary documentation to support the operation of these processes
    • … to meet our commitment to Quality
Leadership
  • Demonstrate leadership and commitment with respect to:
    • the Quality Management System and its intended outcome (local).
    • customer focus
  • Responsible for communication, promotion and compliance with Volvo’s Quality policy and relevant regulations and standards (ie. ISO 9001 requirements).
  • Planning
Actions to address risks & opportunities
  • Determine the risks & opportunities that need to be addressed to:
    • meet our commitment to Quality
    • comply with Volvo’s Quality policy and other relevant requirements (ie. ISO 9001)
  • Plan & drive actions to address these risks & opportunities:
    • 3 Years Quality Road Map
    • 6-12MR Action Plans
  • Evaluate the effectiveness of these actions and adjust as needed (“TSA”’s & “PDCA” cycles)
Quality objectives
  • Establish Quality objectives at relevant functions, levels and processes needed to:
    • meet our commitment to Quality, in a way consistent with our Quality policy
    • comply with Volvo’s Quality policy and other relevant requirements (ie. ISO 9001)
  • Support
  • Determine and maintain:
    • the persons
    • the infrastructure (buildings, equipment, IT, …)
    • … necessary for effective operation and continuous improvement of the Quality Management System and the control of its processes (ie. monitoring, measurements, …)
  • Determine and take actions to acquire necessary competences that affect our ability to:
    • meet our commitment to Quality, in a way consistent with our Quality policy
    • comply with Volvo’s Quality policy and other relevant requirements (ie. ISO 9001)
  • When applicable, take actions to acquire the necessary competences
  • Develop awareness of:
    • the Quality policy
    • relevant Quality objectives
    • actions to address Quality risks & opportunities
  • Quality Management System effectiveness
    • implications of not conforming with Quality Management System requirements
    • … in a controlled way
Performance Evaluation
  • Determine and take actions to implement necessary monitoring, measurements, analysis and performance evaluation needed to:
    • meet our commitment to Quality, in a way consistent with our Quality policy
    • comply with Volvo’s Quality policy and other relevant requirements (ie. ISO 9001)
  • Monitor customer perception of fulfillment of their requirements (current & future products)
  • Actively participate to internal audits conducted by the OMS leader to monitor QMS compliance, effectiveness, and maintenance (internal audits preparation, execution, follow-up)
  • Co-responsible with the OMS leader (local) to drive the review of the Quality Management System at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the organization (Management Review preparation, execution, follow-up)
Key skills
  • Accountability
  • Communications
  • Customer focus
  • Initiative
  • Interpersonal skills
  • Leadership
  • Planning & organization (including Project management)
  • Teamwork / cooperation
  • Technical / professional knowledge
  • Quality Management System (ISO 9001)
  • Process management
  • Quality Improvement tools & methodologies (including problem solving)
  • Audit methods
  • Product technical knowledge (design, production, use)
  • Lean manufacturing – “Built-In-Quality” Principle

Required knowledge & experience
  • Education & Professional qualifications required for the position
  • Proven academic background.
  • Several years of experience (5+) gained in the management of Customer Satisfaction & Quality, preferably in the manufacturing and distribution of construction equipments.
  • Additional important requirements
  • French & English

About Us

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Construction Equipment is a global company driven by passion, curiosity and by our purpose: to build the world we want to live in. We believe that only through imagination and teamwork can we develop a world that is cleaner, smarter and more connected. Our company culture reflects this belief through the care and trust it places in our customers, employees and suppliers. People are at the heart of our business. It is through our strong network of talented, enquiring and innovative minds that we have been able to pave the way towards a more sustainable future. The global construction industry is our arena and our employees are our greatest assets.

We can only continue to stand out as industry leaders through the people driving us forwards. Come be a part of our team and help us build tomorrow.

We want to get to know you

Application Process

Apply

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Interview

If selected for an interview, you will be contacted with information about the following process steps: second interview, assessments and references.

Selection

All candidates will be notified when a final candidate is selected for the job. You can choose for us to keep your resume in our database and activate a search agent that will look for other jobs that match your profile.

Introduction

When you begin your employment, you will receive an introduction to help you quickly become part of the team and start working with your tasks in the best possible way.

Testimonials

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