POSITION PURPOSE: The Director of Field Service/Supplier Quality Support (known internally at McDonald’s as Supplier Quality Support (SQS)) leads development and strengthening of Lopez Dorada’s strategic business with McDonald’s as it relates to all aspects of the relationship with key Owner Operators, Restaurant Crews, Field Office and home office customers. Responsible for ensuring existing product quality, satisfaction and improvement initiatives in the field. Also supports category new product field development and commercialization activities. This role ensures Lopez Dorada remains the supplier of choice to the McDonald's system within assigned categories and/or territories.
ESSENTIAL DUTIES AND RESPONSIBILITIES. Other duties may be assigned.
- Develops Field Service Team strategies to establish and maintain preferred business relationships with McDonald's Home Office, Field Office, Owner/Operator, and distribution center customers. Champions Lopez Dorada's business philosophies, quality and food safety improvement initiatives, and other pertinent information to the McDonald's system. Promotes the Lopez Dorada brand.
- Participates as a member of the McDonald’s Business Unit (MBU) Team providing key insights on field activities, business performance/insights and product performance in the restaurants and distribution centers.
- Identifies and aligns with key McDonald’s and Lopez Dorada initiatives to drive development of a Field Service Team annual strategic plan. Facilitates team strategic plan updates and quarterly meetings as needed to ensure success.
- Maintains preferred relationships with McDonald's Menu Innovation, NABIT, US Operations and Field Office teams to support new product/platform development, testing, commercialization and deployment. Identifies opportunities to improve product/platform integration into the restaurants and introduce restaurant innovations.
- Develops, communicates and executes annual Field Service Team budgets to include travel/entertainment, company car and Ronald McDonald House (charity) support.
- Utilizes data collected in the field to identify product quality improvement initiatives with key McDonald’s or internal Lopez Dorada stakeholders.
- Actively gathers product performance and satisfaction information from customers; troubleshoots quality related opportunities in the field and communicates internally to resolve product performance opportunities.
- Responsible for managing product damages within assigned distribution centers and working collaboratively with internal Lopez Dorada stakeholders to resolve ongoing challenges.
- Relays information regarding planned promotional activities, LTO’s (Limited Time Offer) and regional product activity internally and communicates impact on sales volume to poultry, beef and pork category leads for production planning needs across the McDonald’s account.
- Maintains current knowledge of McDonald's restaurant operations, distribution systems, and Lopez Dorada's manufacturing & safety processes. Fully understands Lopez Dorada’s product quality attributes. Facilitates opportunities to educate field team on new products, platforms and processes.
- Plans key messaging and actively participates in various McDonald's field activities/events, including but not limited to ROA's, NFOM's, World Wide Conventions, Purchasing Committee meetings and RMHC events in order to promote Lopez Dorada and maximize the opportunity to further build relationships. Identifies opportunities to involve Lopez Dorada leadership in such activities.
SUPERVISORY RESPONSIBILITIES
Directly supervises Field Service/SQS managers and Assistant Director of Field Service/SQS. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training and developing direct reports; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.