Regional Service Quality Engineer - Americas

Momentive•Friendly, WV

About The Position

The Service Quality Engineer ensures the highest standards of service quality across all relevant operations (packaging, labeling, customer service and delivery to customers) by monitoring, analyzing, and improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. Provide directions to all the regional team members to ensure that complaints and quality-related customer inquiries are addressed on time and in the best way possible to ensure customer satisfaction. Lead and develop a strategy to reduce service quality complaint rate globally below the set KPI and design processes to meet Quality targets. Evolve Focus on the Customer Element of Momentive’s culture for service quality.

Requirements

Bachelor's Degree or equivalent experience
Mentorship experience
Demonstrate an effective communication style that builds strong relationships and positively impacts outcomes and decisions.
Proven ability to teach, train and motivate others at varying levels in the organization.
Ability to work effectively in a matrix organization and in cross-cultural environments often requiring coordination between organizations.
Excellent presentation, facilitation and problem-solving skills with all levels of the organization
Strong approach to data generation and analysis using Excel and Minitab.
Ability to note trends in data and identify/drive improvements to ensure customer satisfaction.
Proven strong customer advocate
3+ years’ experience in Production, Supply Chain, Quality, Technology
SAP knowledge
Excellent communication and interpersonal skills

Nice To Haves

Excellent silicone product/application knowledge preferred
B.S. Degree in Chemistry, Chemical Engineering, Engineering
Process Improvement Experience or Continuous Improvement Certification preferred
Lean Six Sigma certification (Green Belt or higher) is a plus.
Knowledge/Experience about packaging technology
Some leadership experience

Responsibilities

Contributor to the development and execution of the Momentive Regional Quality Strategy for customer-facing objectives.
Provides direction in alignment with the Momentive Global Quality Strategy to all participants involved in the complaints and quality-related customer inquiry fulfillment process.
Work with the Regional Business and functional teams (SC, CS, Logistics) to evaluate and improve processes affecting service quality in line with industry standards.
Develop and maintain documentation (SOPs, work instructions, quality reports).
Handling customer complaints and quality-related customer inquiries to ensure a Focus on the Customer Culture across all functional departments supporting these processes.
Responsible for Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints and business as well as highly specialized quality requests to get approval for customer growth projects.

Benefits

Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.
Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.
Short term disability with 100% base salary coverage.
Company funded counseling (EAP) and assistance finding care for children, parents, or pets.
25 days of Paid Time Off (PTO) plus paid holidays.
Additional time off with years of service.
401k savings plan with 5% employer match plus additional contribution based on years of service.
Student debt pay-off program.
Professional development programs and courses.
Wellness programs and financial education.