Director Customer Quality

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

Responsibilities:

• Create metrics and presentations to report out to senior leadership on customer quality and improvement priorities.
• Drive changes to customer setup and delivery processes to enhance customer deliveries and reduce damages and shortages.
• Lead shipping variance analysis, customer complaint resolution, and field investigations.
• Interface with service centers and dealers to capture the Voice of Customer (VOC) and drive corrective actions.
• Monitor field performance trends and initiate systemic improvements.
• Lead Advanced Product Quality Planning (APQP) across new product programs for setup and delivery processes.
• Drive Design Failure Mode and Effects Analysis (DFMEA), Process Failure Mode and Effects Analysis (PFMEA), and Production Part Approval Process (PPAP) execution in collaboration with Engineering and R&D.
• Ensure quality integration throughout the product lifecycle—from concept to launch.
• Foster talent development by supporting career path planning, management of performance objectives, engagement, training, and onboarding of new hires.