Quality Customer Protection Specialist

Stellantis•Detroit, MI

13d

About The Position

The Quality Customer Protection Specialist is responsible for safeguarding the customer experience by ensuring that vehicle quality concerns are proactively identified, accurately assessed, and effectively resolved. This role strengthens the connection between customer feedback, manufacturing performance, and quality system execution, ensuring alignment with corporate customer quality objectives.

Requirements

Bachelor's degree
5+ years of relevant experience
Strong understanding of Plant systems such as Mainframe, Foundry, PBI
Strong communication skills, both written and verbal
Rigorous and pragmatic
Willingness to work off shift hours and weekends as needed

Nice To Haves

Bachelor's degree in the fields of Mechanical or Electrical Engineering or Engineering Technology from an accredited university
Experience in a manufacturing/union environment
Experience as Quality Product Engineer
Reactive Green Belt certification

Responsibilities

Lead and facilitate SQAM evening market review meetings on the production floor to monitor control implementation, assess warranty-related issues, and challenge the effectiveness of containment actions.
Monitor and analyze customer quality performance indicators for assigned vehicle programs, identifying trends, emerging risks, and opportunities for improvement.
Ensure high-severity SQAM issues receive appropriate attention through Red Rabbit verification activities and enhanced control validation.
Monitor daily issuance of Global Issue Management (GIM) records and ensure timely assignment and follow-up of manufacturing-related concerns.
Track claims that have not been properly bucketed, driving the issuance of appropriate GIMs when required.
Participate in Short Loop and FEW meetings to review GIMs impacting manufacturing operations and plant-detectable issues.
Monitor compliance with e-Post-It issuance requirements and ensure Interim Containment Actions (ICA) and Permanent Corrective Actions (PCA) are appropriately implemented for manufacturing-related warranty concerns.
Verify issuance of e-Post-It actions for all applicable warranty manufacturing claims and evaluate control effectiveness through ongoing tracking and validation.
Lead the treatment of Manufacturing Non-Conformities (NCs), ensuring rapid containment, thorough root cause analysis, and sustainable corrective action implementation.
Manage RSU issuance and follow-up activities to ensure timely completion of required actions.
Track plant alerts and maintain status reporting to ensure visibility of open concerns and mitigation activities.
Partner closely with Quality Engineering, Control Tower teams, Manufacturing Operations, Warranty, and Serial Life Quality organizations to ensure alignment on customer-impacting issues and quality improvement initiatives.
Drive a culture of accountability, continuous improvement, and customer-focused problem solving throughout manufacturing operations.