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 improvement tools.

• Ability to travel to OSI facilities, distribution centers and customer sites. 

• Experience in SAP, specific to QM role desired.

• Knowledge of Microsoft Office and Computer Skills.

• Experience in Sensory Evaluation is desired.

• Ability to follow directions, work well independently or in a group, and communicate effectively.

Preferred Education:

• BA/BS or equivalent is preferred.

• Bachelor’s degree in Food Science, Industrial Engineering, Animal Science, Nutrition, Culinary Sciences, Biology, or related field preferred.

 

 

Compensation & Benefits

The salary range posted represents the low and high end of OSI’s salary range for this position. The salary range for this role is $97,644.00 to $146,466.00 USD, with a midpoint of $122,055 USD.  Offers are typically made between the minimum and midpoint of the range, based on skills, experience, and internal equity. In rare cases, highly qualified candidates may receive an offer above the midpoint; however, offers at the maximum of the range are not customary.  Salaries will vary based on various factors, including but not limited to, location, education, skills, experience and performance. Base salary is one component of OSI’s overall total rewards package. Other components may include bonuses, special pay programs, comprehensive time off, 401k with match and a full suite of benefit offerings for you and your family.

 Work Environment: 

• Work can be performed within a manufacturing plant environment with noise, extreme temperatures, and significant movement of powered equipment, people and conveyor (may depend on the role).

• Work conditions are typical of an office environment.

• This role requires 30%+ domestic travel.

• Position requires the physical agility to perform continuous lifting up to 15 pounds, bending, squatting, pushing, pulling, stretching/reaching, use hands or fingers, talk, hear, feel objects, tools, controls and standing/walking on concrete flooring.

• Position requires the physical ability to stand/walk for duration of required work hours.