Customer Quality Engineer - Quality Dept

Fuyao Glass America • Moraine, OH

9h

About The Position

The Customer Quality Engineer works in the Quality Department to gather and accurately document customer complaints and concerns, coordinate internal teams’ complaint responses, manage customer performance scorecards, improve customer satisfaction, and train and guide teams in writing 8D reports. The role interacts with customers, including at customer facilities, and works with internal departments to translate customer feedback into quality standards and specific defect categories.

The engineer issues quality alerts, coordinates containment and sorting activities, organizes root-cause and corrective-action efforts, follows up on countermeasures, verifies their effectiveness, and closes complaints once results are confirmed. The role also prepares and analyzes customer complaint reports, records complaints and third-party sorting activity, supports customer and transit-warehouse return handling, and provides assistance to customers and technical support teams in identifying and resolving product issues.

The position works in offices and workshops at the plant and in external business divisions or client areas. Travel to customer facilities may be required. Candidates must be at least 18 years old. Fuyao Glass America, Inc. is an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace.

Requirements

• Must be at least 18 years old.
• Ability to read, understand, and comprehend documents such as safety rules and operating and maintenance instructions, and to interpret written, oral, diagram, or schedule-based instructions.
• Ability to speak effectively and interact with team members, engineers, leadership, and customers.
• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
• Proficiency in IATF Core (Five) Tools and quality statistics.
• Proficiency in using the 8D method to solve problems.
• Knowledge of automotive glass manufacturing principles and processes.
• Knowledge of the company's quality policy, objectives, and commitments.
• Knowledge of the IATF 16949 quality management system.
• Knowledge of automotive glass standards and inspection and test methods.
• Ability to recognize urgency and complete tasks according to customer requirements.
• Good communication skills, including the ability to communicate with customers while protecting the interests of the company.
• Must be energetic and able to work under pressure.
• Ability to travel to customer facilities as required.

Nice To Haves

• One to three years of manufacturing experience and/or training, or an equivalent combination of education and experience.
• Experience in quality, manufacturing, or production functions in the automotive production industry.
• Bachelor's degree or above, with a major in a STEM field.
• Training in quality tools and Lean Six Sigma.
• Familiarity with company departmental workflows and responsibilities, quality-planning workflows, and customer-service workflows.
• Training in automotive glass manufacturing processes, the IATF 16949 quality system and Five Tools, quality tools, customer portals, and work-flow processes.

Responsibilities

• Interact with customers and company liaisons at customer sites, gathering 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 departments and provide placards for establishing clean points.
• Coordinate in-house sorting and containment activities.
• Organize meetings and activities to develop countermeasures, analyze root causes, and improve quality defects.
• Follow up on countermeasures and improvement activities, verify their effectiveness, and close complaints after effectiveness is confirmed.
• Create and analyze customer complaint reports, including weekly, monthly, and customer-requested special reports.
• Record customer complaints and third-party sorting activities.
• Handle customer and transit-warehouse returns.
• Communicate effectively with customers and gather feedback promptly to improve customer satisfaction.
• Assist customers and technical support teams in identifying and resolving product issues.
• Train and guide teams in writing 8D reports.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level