Customer Quality Engineer - Quality Dept

Fuyao Glass America•Moraine, OH

About The Position

The Customer Quality Engineer gathers accurate information about customer complaints and concerns, coordinates internal teams to investigate and resolve them, and responds to customers in a timely manner. The role manages customer performance scorecards and supports improvements to customer satisfaction. It also trains and guides teams in preparing 8D reports. The position works with customers and company liaisons, including at customer sites, to determine whether products meet customer requirements and to translate the voice of the customer into internal quality standards. The engineer coordinates quality alerts, containment and sorting activities, root-cause analysis, corrective actions, follow-up, and verification of effectiveness before closing complaints. The role prepares complaint data reports, records complaints and third-party sorting activity, supports customer and transit-warehouse returns and handling, and provides assistance to customers and technical support teams in resolving product issues. The work involves an office environment and interaction with others on the manufacturing floor, as well as contact with external business divisions and client areas. Travel to customer facilities may be required. The position requires a bachelor's degree or above, preferably in a STEM field, and 1 to 3 years of manufacturing experience and/or training, or an equivalent combination of education and experience. Experience in quality, manufacturing, or production in automotive manufacturing is preferred.

Requirements

Must be at least 18 years of age.
Bachelor's degree or above; a STEM major is specified.
1 to 3 years of manufacturing experience and/or training, or an equivalent combination of education and experience, preferred.
Ability to read, understand, and comprehend documents such as safety rules and operating and maintenance instructions.
Ability to interpret instructions provided in written, oral, diagram, or schedule form.
Ability to speak effectively and interact with team members, engineers, leadership, and customers.
Proficient in Microsoft Office software, including Word, Excel, and PowerPoint.
Proficient in IATF Core (Five) Tools and quality statistics.
Proficient in using the 8D method to solve problems.
Knowledge of automotive glass manufacturing principles and technological processes.
Knowledge of the company's quality policy, objectives, and commitments.
Knowledge of the IATF 16949 quality management system.
Familiarity with standards and inspection or test methods for automotive glass.
Familiarity with company departmental workflows and responsibilities, quality-planning workflows, and customer-service workflows.
Good communication skills, including the ability to communicate effectively with team members and protect the company's interests when communicating with customers.
Ability to recognize urgency and complete tasks according to customer requirements.
Must be energetic and able to work under pressure.
Must be able to travel to customer facilities as required.
Languages commonly spoken in the workplace are English and/or Mandarin.

Nice To Haves

Experience in Quality, Manufacturing, or Production functions in the automotive production manufacturing industry.
Training in quality tools and Lean Six Sigma.

Responsibilities

Interact with customers and company liaisons at customer sites; gather information to determine whether products meet customer requirements.
Translate the voice of the customer into internal quality standards and categorize complaints by specific quality defects.
Issue quality alerts to relevant internal departments and provide placards for developing clean points.
Coordinate in-house sorting and containment activities.
Organize meetings and activities to develop countermeasures, conduct root-cause analysis, and improve quality defects.
Follow up on countermeasures and improvement activities, verify their effectiveness, and close complaints when effectiveness is confirmed.
Create reports and analyze customer complaint data, including weekly, monthly, and customer-requested special reports.
Record customer complaints and third-party sorting activities.
Handle customer and transit-warehouse return processes.
Communicate effectively with customers and gather feedback in a timely manner to improve customer satisfaction.
Provide assistance required by customers or technical support teams to identify and resolve product issues.
Train and guide teams in writing 8D reports.
Perform other duties as assigned.