FSQA Customer Support Manager

As a premier global food provider, the OSI Group partners with the world's leading foodservice and retail food brands to provide concept-to-table solutions that delight consumers around the globe.

Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential.

We're looking for individuals who thrive in an entrepreneurial environment and who enjoy working as a team to deliver unparalleled service and solutions to our customers.

Position Summary:

The Manager-FSQA Customer Support role will serve as a resource to key customers by supporting North America Zone FSQA Directors, processing plants and other OSI functions by working directly with customers and implementing customer-focused activities.

Principal Duties & Responsibilities:

• Job is an individual contributor.

• Job is an individual contributor and has no direct reports.

• Conduct process verification audits to ensure manufacturing facilities are in compliance with customer requirements.

• Facilitate customer audits, inquiries and escalations.

• Be a face to the customer representing OSI by providing technical support and expertise to the customer.

• Collect, track and trend complaints.

Present data on an ongoing basis to customers, OSI facilities and OSI leadership.

• Support timely and thorough plant investigations to assist with root cause analysis for product or process deviations.

Leverage data to support decisions regarding customer resolutions and satisfaction.

• Facilitate product training and coordinate sensory evaluations with customer and OSI plants

• Support review and updates of customer product specifications and quality agreements to ensure operational feasibility without compromising safety.

• Support development of FSQA and customer specific procedures and process/equipment validation

• Support OSI commercialization activities by aligning the plant to the customer requirements, ensuring accurate data collection, track initial performance to specifications, and flag potential gaps.

• Support customer traceability requirements, conduct traceability assessments, and monitor the effectiveness of hold and release programs.

• Support the OSI Corporate FSQA Department in managing emerging food safety and quality risks.

• Contributes to innovation, troubleshooting, and brainstorming ideas in a team environment.

• This role has the responsibility to understand and place appropriate safety procedures in practice.

This responsibility is achieved through education, training, and use of protective equipment (as applicable) and by following safety policies, regulations, standards, and laws.

• Perform other duties as assigned.

Experience & Skills:

• Effective analytical and communication skills.5 years of relevant work experience in the food industry (plant level).

• Effective analytical and communication skills.

• Understanding of continuous improve...