What are the responsibilities and job description for the Customer Quality Engineer - Quality Dept position at Fuyao Glass America Inc?
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| I. Job Profile | Job Title | Customer Quality Engineer | Department | Quality |
| Direct Supervisor | Customer Quality Engineer Supervisor/Quality Manager | Direct Subordinates | N/A | |
| II. Job Summary： 1. Gather information of cussomter complaints and concerns correctly. 2. Organize the internal teams handling customer complaints and timely respond to customer. 3. Manage the customer's performance scorecard and improve customer's statisfaction. 4. Train and guide teams write 8D report. | ||||
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| NO. | Representative Duties | |||
| 1 | Interact with customers and company liaison at cutomser's site. Gather the information to tell whether the product meets cutomster's requirements. | |||
| 2 | Transfer the voice of the customer into the internal quality standard. Categorize the customer complaints into sepecific quality defects. | |||
| 3 | Issue quality alert to the related internal departments and provide placard for developing the clean point. Coordinate sort and containment activity in house. Organize meeting and acitivities for developing coutnermeausres for the quality defect and root cause analysis and improvement. | |||
| 4 | Follow up the countermeasures and improvement activities. Verify the effectivness of the activities. Close the quality complaint when the effectiveness are verified. | |||
| 5 | Create reports and analyze the data for customer compalints, such as weekly report, monthy report and special report according to customer's requirements. | |||
| 6 | Record customer complaints and third-party sorting activities. | |||
| 7 | Customer and transit warehouse return and handling processt. | |||
| 8 | Effectively communicate with the customers. Timely gather the feedbacks from the customer to inprove customer's satisfaction. Provide any needed assistance required by customer / technical support teams to identify and resolve issues with respective product. | |||
| 9 | Train and guide teams to write 8D report. | |||
| 10 | Other duties as assigned. | |||
| 11 | Nothing in the Position Description restricts management's right to assign or re-assign duties and responsibilities to this job at any time. | |||
| IⅤ. Qualification | ||||
| Job Requirements | Language | Languages spoken commonly in the workplace are English or both English and/or Mandarin. - Ability to read, understand and comprehend documents such as safety rules, operating and maintenance instructions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to speak effectively and interact with other team members, engineers, leadership and customers. | ||
| Experience | 1 to 3 years manufacturing experience and /or training; or equivalent combination of education and experience preferred. Prefer experience in Quality, Manufacturing or Production functions in the automotive production manufacture industry. | |||
| Education | Bacholar degreses or above. Major in STEM fields. Prefer having the training on quality tools and lean Six Sigma. | |||
| Physical Condition | Customer Quality Engineer will be required to work in an office environment at a desk and interacting with others on the manufacturing floor. Must be energetic and able to work under pressure. Must be able to travel to customer facility, as required. | |||
| Other Requirements | 1. Proficient in using Microsoft Office software Word, Excel, Power Point; 2. Proficient in IATF Core (Five) Tools and quality statistics knowledge; 3. Proficient in using 8D method to solve problems; | |||
| Knowledge, Skills & Abilities utilized on the job | Professional Knowledge, Skills | Professional Knowledge: 1. Familiar with manufacturing principle and technological process of automotive glass. 2. Familiar with the company's quality policy, objectives and commitments. 3. Have a good knowledge of IATF16949 quality management system. 4. Familiar with various standards and inspection/test methods for automotive glass. 5. Familiar with work flow and responsibilities of all departments in the company. 6. Have a knowledge of work flow for quality planning and customer service. 7. Proficient in using Microsoft Office software Word, Excel, Power Point. 8. Familiar with 8D problem solving method and writing 8D report. 9. Good communication skills. Effectively communicate with other team members. Protect the interest of the whole company when communicating with the customer. 10. Ability to recognize urgency and complete tasks according to customer's requirements. | ||
| Training Required | Training in manufacturing process of automotive glass | |||
| Trained in IATF 16949 quality system (including five tools); | ||||
| Training in quality tools. | ||||
| Traing in how to use customer portal. | ||||
| Training in work flow process | ||||
| V. Work Environment: 1. Internal: Office/workshops in plant; 2. External: Various business divisions/client area. | ||||
| VI. Key Performance Indicators: Timeliness and effectiveness of complaint handling and closure,Punctual report rate,Completeness of reports (Weekly reports, 8D, Monthly reports),Number of customer complaints(Number of complaints per million),External loss (Third Party Sorting Cost),Customer performance. |
Must be 18 years of age or older.
Fuyao Glass America Inc., Core Foundation Competencies including Ethics, Integrity, Values & Trust. Fuyao Glass America Inc. is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
Fuyao Glass America, Inc. is a Drug-Free Workplace.