Customer Quality Engineer

Responsible and accountable for customer quality issues. This position serves as the link between Technical, Sales, Customer Service & Manufacturing Operations; acting as a leader in Root Cause Analysis, ensuring timely response in an effectively manner.

Single point of contact for all type of customer complaints, and claims.

**Position Description**:

- Resolve
- Discipline: Efficient, continuous, and precise internal processing of customer complains / claims. Follow strict procedures for their management and maintain the optimal relationships with customers.
- Root Cause Analysis (RCA): Expert in problem solving and assists work teams in different areas (manufacturing, process engineering, technical laboratory, warehouses, planning, etc.) acting as facilitator for external and internal nonconformities, ensuring identification of root cause and implementation of robust permanent corrective and preventive actions (avoid repeats).
- Critical thinking : bring powerful critical thinking in the analysis process
- Visibility of the claims fulfilment process: Maintain the Quality Standard of PPG Industries and promote the understanding of the Customer Quality Goals throughout the organization.
- Customer Relationships: Establishes working relationships with customers and provides accurate, appropriate, and timely solution to customer problems or requests.
- Management of customer expectations and reduction of customer dissatisfaction: Working closely with the Account Manager(s) to ensure Customer(s) Specific Requirements are understood and fully deployed within the organization by conducting regular internal auditing. Generate plans and strategies to reduce the main gaps that affect customer satisfaction.
- Communication: Ensure clear and effective communication with key customer players as a customer-focused strategy and costumer intimacy, maintaining a direct communication channel for a response plan to Customer and internal stakeholders. Keeps Customers / TSSR briefed on issue progress and planned next steps to reduce further escalation. Customer visits
- Voice of Customer in solving problems: Ensure continuous monitoring of customer satisfaction using the VOC tool as well as the development of strategies and action plans to improve the indicator. (Customer focus)
- Continuous Improvement, Product Optimization and best practices implementation: Lead and / or support quality improvement activities to reduce the customer complaint rate to meet customer satisfaction in term of product quality and delivery. Ability to carry out process walk, and best practices implementation
- Quality Management System: Improvement of the overall Quality of the whole company, production process and risk management. Update quality documents (FMEA, Control Plan, etc. ) based on the results of the RCA
- Lesson Learned: Share the lesson learned because of the RCA
- Customer Portals: Respond to non-conformities through customer portals in conjunction with the Coordination of Quality Management Systems, according with customer specific times and formats
- Training: Quality problem solving procedure and decision making, crater prevention and Quality Problem Prevent training to be delivered to increase quality culture across the organization
- Quality Standard : be in compliance with IATF 16949:2016, VDA 6.3 and other high Quality Standard, supporting the auditing processes and certifcations

**PROFILE**
- Bachelor’s Degree in Chemistry, Bio-Chemistry, or Engineering required or High Experience in Paint businesses - Preferred
- At least 3 years proven experience in Technical or Manufacturing. - Preferred
- Three years in Customer Management for Automotive, Industrial or Packaging - Preferred

**Technical Knowledge**:

- Basic problem-Solving techniques
- Knowledge of specific customer requirements
- Customer and Personal Service - 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.
- Knowledge in paint production, QC testing, Batch adjustment, Color, Raw Materials..etc
- English Language - Advanced level written and spoken. French : Desirable

**Skills**:

- Ability to work with high-level positions
- Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Time Management - Managing one's own time and the time of others
- Coordination - Adjusting actions in relation to others' actions.
- Capacity to motivate teams with no direct report
- Adaptability/Flexibility - Job requires being open to change) and to consider variety & complexity in the workplace.
- Initiative - Job requires a willingness to take on responsibilities and challenges.
- Achievement/Effort - Jo