Facilitate and lead satisfactory resolution of customer line issues ensuring all such items are correctly registered and tracked into the CAIR. Conduct internal processing of customer claims. Follow strict procedures for claims management and maintain the best possible relationships with customers. Be the facilitator for external and internal non conformities, ensuring identification of root cause and implementation of robust permanent corrective actions (avoid repeats). Respond to non-conformit... more details
As the Customer Quality Engineer, you will ensure customer requirements are met as well as be responsible and accountable for customer quality issues. You will be the link between the Technical Lab, Sales & Manufacturing Operations; be a leader in Root Cause Analysis, ensuring timely response. You’ll be the single point of contact for all type of customer claims from warranty and post warranty product claims. This is an onsite position at our Cleveland, OH plant and you will report to the Quality Assurance Site Manager.
Main Responsibilities:
- Facilitate and lead satisfactory resolution of customer line issues ensuring all such items are correctly registered and tracked into the CAIR.
- Conduct internal processing of customer claims. Follow strict procedures for claims management and maintain the best possible relationships with customers.
- Be the facilitator for external and internal non conformities, ensuring identification of root cause and implementation of robust permanent corrective actions (avoid repeats).
- Respond to non-conformities through customer portals together with the coordination of Quality Management Systems, according with customer specific times and formats.
- Work with the Account Manager(s) to ensure customer(s) specific requirements are understood and deployed within the organization by conducting regular internal auditing.
- Create plans and strategies to reduce the main gaps that affect customer satisfaction.
- Ensure communication with important customers, maintaining a direct communication channel for a response plan to customer and company partners. Keep Customers / TSSR briefed on issue progress and planned next steps to reduce further escalation.
- Ensure monitoring of customer satisfaction through the use of the VOC tool and the development of strategies and action plans to improve the indicator.
- Lead quality improvement activities to reduce the customer complaint rate to meet customer satisfaction in term of product quality and delivery.
- Accomplish crater survey and best practices implementation; ensure quality documentation is updated based on results
Qualifications:
- Bachelor’s Degree in Chemistry or Engineering required
- 3 years proven experience in manufacturing is required and experience with customer management for Automotive, Industrial or Packaging industries
- Six Sigma Green or Black Belt Certification
- Internal Auditor experience and knowledge of IATF16949 and ISO9001
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
About us: Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.
PPG: WE PROTECT AND BEAUTIFY THE WORLD™
Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company.. To learn more, visit www.ppg.com and follow @ PPG on Twitter.
The PPG Way
Every single day at PPG:
We partner with customers to create mutual value.
We are “One PPG” to the world.
We trust our people every day, in every way.
We make it happen.
We run it like we own it.
We do better today than yesterday – everyday.
PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email recruiting@ppg.com.
PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
Benefits will be discussed with you by your recruiter during the hiring process.
