Customer Quality Manager

About Us

We are only accepting applications through verified recruitment websites listing our job postings (i.e. LinkedIn, Workable, Indeed, etc). Dymax will only contact potential candidates from email addresses in @dymax.com.

Dymax, part of the Bachmann Chemical & Engineering family of brands is based out of Torrington, Connecticut. Dymax is globally recognized as a pioneer in the development of light-curable adhesives and curing equipment. Today, our expansive portfolio of innovative adhesives, coatings, and maskants are supported by dispense solutions and cutting-edge UV and LED light-curing equipment. Unlike our competitors who supplying standard products, Dymax focuses on the customer experience by tailoring solutions that help customers lower costs, reduce their carbon footprint, improve efficiency, and drive profitability. Our focus on being a customer intimate organization has led us to where we are today: a rapidly expanding force within our industry, an innovative product portfolio, extraordinary employees, and a bright future based on creating quality offerings with a dedication to business growth.

About You

We’re seeking a result-focused, innovative, self-driven, and well-qualified individual to join our talented team as our Customer Experience Manager. Based out of our Torrington Connecticut location, you will Build and maintain strong, enduring business customer partnershipsby driving the Customer Experience program at Dymax; designing and implementing customer understanding policies and practices; managing consistent communication of quality escapes; collecting, reporting on and adapting to Voice of the Customer data; and championing customer satisfaction, product and process improvements.

In addition, you will:

• Design, implement, and manage the Customer Experience program by analyzing and mapping pain points through the customer journey; and designing and developing strategic roadmaps to efficiently engage with the customer at multiple touchpoints.
• Develop a responsive, innovative, a customer-advocating Customer Experience team by exercising strong leadership and judgment skills to acquire, develop, train, coach, cultivate, and manage talented, result-oriented Customer Experience personnel.
• Foster customer advocacy, satisfaction, loyalty, and relationships by resolving customer issues, managing case management and nonconformances, and driving best complaints resolution practices such as DIVE, 5-Why, Fishbone, and 8D methodologies. Also, analyzing systematic root causes that develop CAPA effectiveness and lead to sustainable process flow improvements
• Prepare and manage questionnaires, compliance and customer audit requests by responding to site inspection readiness, quality management system health reports, and by maintaining conformity to federal programs and international standards for DNA.
• Develop improvement programs for efficient customer experience by navigating customer concerns, audit findings, capturing customer feedback efficiently, researching customer satisfaction pain points, and verifying efficacy of corrective actions.
• Organize quality and reliability expectations of finished products by developing and analyzing statistical data, product specifications to determine standards, utilizing RCCA to produce quality results, and prioritizing critical initiatives to completion.
• Create awareness and solution techniques to Customer Quality issue initiatives by regularly interfacing across all company functions improving our practices, particularly Operations Management, Supplier Quality, Product Excellence, and Customer Experience.

You should have:

• Bachelor's degree in chemistry, Chemical Engineering, or Quality Engineering related – or equivalency

• ASQ certification and continuous improvement specialty training required
• Digital QMS understanding; specifically, ETQ
• 5+ years of B2B customer-facing experience
• Knowledge and skills as a Customer Experience quality engineer highly desired
• Specialty chemical processing / batch manufacturing experience preferred
• Analytical problem-solving skills such as DIVE, 5-Why, Fishbone, and 8D methodologies

Our company offers its employees:

• Attractive salaries
• Personal growth opportunities
• Excellent benefits packages that include:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401K)
• Life Insurance (Basic, Voluntary & AD&D)
• Generous Paid Time Off and Public Holidays
• Short-Term and Long-Term Disability
• Free uniforms and footwear
• Training & Development
• Tuition Reimbursement
• Wellness Resources

Salary Range: $96,000-$131,000

Our company takes the compensation of its employees very seriously and considers several factors when determining the total compensation package including but not limited to location, market range, skills, knowledge, experience, and abilities. The base salary range represents the low and high end of our company's salary range for this position. Actual salaries will vary and may be above or below the range. The range listed is just one component of our company's total compensation packages for employees.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, domestic violence status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.