Responsible for the coordination of customer related issues concerning the quality of the product produced at the Laurinburg, NC facility, to ensure prompt resolution (closure) that exceeds the customers expectations. Serve as ambassador to our customers to attempt to make amends for the shipment of any nonconforming materials to them.
Receive and respond to customer complaints / concerns â€“ frequent communication with customer on containment and corrective actions being taken and implemented.
Issue Quality Alert to the shop floor and cross functional team
Initiate the QRCM process, including; assembling the problem solving team, assigning initial containment, querying the inventory system; checking with Material Department to determine availability of replacement parts; sending replacements; and or sending in technical support personnel to contain and remedy issue at customer site
Manage repair / modifications / training of issues at customer location, utilizing either in-house operators or outside contractors.
Control further processing, delivery or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected as defined by applicable procedures.
Initiate action to correct and prevent the occurrence of any nonconformities relating to product, process and quality system.
Verify the implementation of solutions.
Manage Return Goods Authorization system and forward defective parts to responsible party.
Review and analyze returned material from the customer.
Process and make disposition of returned material, including facilitation with Supplier Quality (SQA) personnel on supplier based issues.
Issue reports on the final disposition and current status of returned material.
Coordinate corrective actions based on the findings of the returned material analysis.
Administer Corrective Action System.
If a concern is not an error by Meritor, attempt to resolve the problem to the customers satisfaction.
When required, visit the customer location to correct any issues the customers may have with the quality of product supplied.
Review customer requests for service to ascertain cause for service request, type of malfunction, and resources required to correct malfunction.
Provide technical assistance if possible and / or direct customer to appropriate department for such assistance.
Schedule and chair Customer Quality Improvement work team meetings on a monthly basis.
Lead or support teams in applying the 8D and or six sigma DMAIC methodology to eliminate waste
Apply the following basic process improvement tools within the six sigma DMAIC improvement model: Project Charter, Process Map, Thought Process Map, Pareto Chart, Trend Chart, Fishbone Diagram, 5-Why Analysis, Histogram, SPC, FMEA, Benchmarking, Brainstorming, 5S, Correlation Analysis, Error-proofing, Cpk, Ppk, Corrective Action Matrix, and Continual Improvement Control Plans.
Design and improve process inputs to gain desired outcome.
Improve processes to reduce common cause variability and eliminate special cause.
Implement effective corrective and preventative actions utilizing structured planning methods
Revise procedures for process improvement
Coordinate and work cross-functionally with Employee Teams, Quality, Engineering, Contracts, Sales and Manufacturing to improve processes.
Establish and maintain customer contact personnel. Maintain relationship with contacts.
Travel as required â€“ required to visit customers to address quality concerns and or visit top 10 customers proactively
Special projects as assigned.
Accurately maintain company records and documents in accordance with policies and procedures
Bachelors Degree in Engineering required!
Minimum of 3 years automotive experience highly preferred
Project Management skills highly preferred
Problem Solving Skills (six sigma training) highly preferred
Excellent interpersonal and communications (oral and written) skills required