Responsibilities
* Customer Advocate: Serve as the main point of contact for customers on all quality issues, building strong relationships based on trust and responsiveness.
* Complaint Management: Manage the end-to-end customer complaint process using structured problem-solving methodologies (e.g., 8D, 5-Why, PDCA-FTA, Ishikawa diagrams).
* Root Cause Analysis: Lead and coordinate cross-functional teams (including Engineering, Production, and Supply Chain) to investigate the root causes of customer-reported defects and field failures.
* Corrective & Preventive Actions (CAPA): Develop, implement, and validate the effectiveness of corrective and preventive actions to address root causes and prevent issue recurrence.
* Customer Communication: Professionally communicate investigation findings, containment plans, and long-term corrective actions to customers through formal reports and presentations.
* Performance Monitoring: Track and report on key customer quality metrics, such as Parts Per Million (PPM), complaint response time, and warranty claim rates. Analyze data to identify emerging trends.
* On-Site Support: Participate in and lead customer visits, on-site audits, and regular quality review meetings to ensure alignment and foster a collaborative partnership.
* NPI Support: Collaborate with project teams during New Product Introduction (NPI) to ensure all customer-specific quality requirements (CSRs) are understood and integrated into the manufacturing process.
* Continuous Improvement: Champion a culture of continuous improvement and customer focus throughout the organization, using customer feedback and data to drive internal process enhancements.
Requirements
* Education: Bachelor's degree in Mechanical, Electrical, Industrial Engineering, or a related technical field.
* Experience: 3-5 years of experience in a quality engineering role within a manufacturing environment (e.g., automotive, electronics, aerospace, medical devices).
* Customer-Facing Experience: Proven experience acting as a direct point of contact for external customers on technical and quality-related issues.
* Problem-Solving Skills: Demonstrated proficiency in structured problem-solving methodologies (8D, 5-Why, Fishbone, PDCA-FTA etc.).
* Core Quality Tools: Strong knowledge of core quality tools such as APQP, PPAP, FMEA, SPC, and MSA.
* Communication Skills: Excellent written and verbal communication skills, with the ability to present complex technical information clearly and concisely to diverse audiences.
* Interpersonal Skills: Strong ability to lead, influence, and collaborate effectively within cross-functional teams without direct authority.
* Analytical Skills: Proficient in data analysis and data-driven decision-making.
* Experience working within an IATF 16949 certified environment is desirable.
* Certified IATF and VDA Auditor (desirable).
* Lean Six Sigma Green Belt or Black Belt certification.
* Experience using statistical analysis software (e.g., Minitab).
* Familiarity with customer-specific quality portals and systems (e.g. BMW, Mercedes).