Customer Quality Engineer

Fuyao Glass America Inc•Moraine, OH

16h•Hybrid

About The Position

The Customer Quality Engineer is responsible for gathering information on customer complaints and concerns, organizing internal teams to handle these issues, and responding to customers in a timely manner. This role also involves managing customer performance scorecards to improve customer satisfaction and training teams on writing 8D reports.

Requirements

Ability to read, understand and comprehend documents such as safety rules, operating and maintenance instructions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to speak effectively and interact with other team members, engineers, leadership and customers.
1 to 3 years manufacturing experience and/or training; or equivalent combination of education and experience.
Bachelor degree or above in STEM fields.
Proficient in using Microsoft Office software (Word, Excel, Power Point).
Proficient in IATF Core (Five) Tools and quality statistics knowledge.
Proficient in using 8D method to solve problems.
Familiar with manufacturing principle and technological process of automotive glass.
Familiar with the company's quality policy, objectives and commitments.
Have a good knowledge of IATF16949 quality management system.
Familiar with various standards and inspection/test methods for automotive glass.
Familiar with work flow and responsibilities of all departments in the company.
Knowledge of work flow for quality planning and customer service.
Familiar with 8D problem solving method and writing 8D report.
Good communication skills. Effectively communicate with other team members. Protect the interest of the whole company when communicating with the customer.
Ability to recognize urgency and complete tasks according to customer's requirements.
Must be 18 years of age or older.

Nice To Haves

Prefer experience in Quality, Manufacturing or Production functions in the automotive production manufacture industry.
Prefer having the training on quality tools and lean Six Sigma.
Training in manufacturing process of automotive glass.
Trained in IATF 16949 quality system (including five tools).
Training in quality tools.
Training in how to use customer portal.
Training in work flow process.

Responsibilities

Interact with customers and company liaison at customer's site to gather information on whether the product meets customer's requirements.
Transfer the voice of the customer into the internal quality standard and categorize customer complaints into specific quality defects.
Issue quality alerts to related internal departments and provide placards for developing clean points. Coordinate sort and containment activities in-house. Organize meetings and activities for developing countermeasures for quality defects, root cause analysis, and improvement.
Follow up on countermeasures and improvement activities, verify their effectiveness, and close quality complaints upon verification.
Create and analyze reports for customer complaints, including weekly, monthly, and special reports as per customer requirements.
Record customer complaints and third-party sorting activities.
Manage customer and transit warehouse return and handling processes.
Effectively communicate with customers, gather feedback to improve customer satisfaction, and provide necessary assistance to identify and resolve product issues.
Train and guide teams to write 8D reports.
Other duties as assigned.