Quality Engineer- Customer Quality

Position Purpose

Engineering-level quality position and primary point of contact for GSS customers on quality matters. Owns customer RCAs from start to finish (facilitating all 8D activities), warranty analysis, customer audits, customer change requests and maintenance of customer-specific requirements. Also leads assigned scrap reduction projects and serves as program quality lead for the launch programs assigned by the Quality Manager. Ensures GSS meets the strict quality standards required for the safety-critical products we produce.

Primary Responsibilities (Primary Owner)

• Customer complaints: owns the customer RCA from start to finish, facilitating all 8D activities (team, containment, root cause, corrective action, verification and closure) and all customer communication. Complaints that are purely purchased-component related may be assigned to the Supplier Quality Engineer.
• Assigned scrap reduction projects.
• Warranty analysis.
• Customer audits (hosting, coordination and responses) and customer scorecards/portals.
• Customer change requests (processing and coordination; approval by the Quality Manager).
• Maintenance of the customer-specific requirements (CSR) matrix and flow-down of CSR changes.
• Program quality lead for assigned launch programs (PDT member): APQP quality deliverables, PPAP review, gauge development concept, safe launch plan and exit criteria.

Key Duties

• Investigate root cause, collaborate with multifunctional teams, and respond to customer complaints within customer-required timing.
• Own each customer RCA from start to finish: form and facilitate the 8D team, lead root cause analysis and corrective action with support from the Quality Engineering Supervisor, technicians and Production, verify effectiveness, and close the 8D with the customer. Where a supplier component contributes, coordinate a linked supplier 8D with the Supplier Quality Engineer.
• Lead assigned scrap reduction projects from the scrap Pareto maintained by the Quality Engineering Supervisor.
• Coordinate customer-required containment (e.g., controlled shipping, certified material) with the customer; in-plant containment is executed by the Quality Engineering Supervisor's team.
• Resolve part-specific problems and system-related issues utilizing problem-solving techniques (i.e., 8D methodology, 6 sigma, DOE, 3 leg-5 why, Shainin, etc.).
• Perform warranty analysis and drive corrective action for warranty returns.
• Lead / participate in customer meetings; coordinate customer audits and site visits with the Quality Manager.
• Process customer change requests: evaluate impact, coordinate PPAP/change control with the Senior Quality Technician, and obtain Quality Manager approval.
• Maintain the CSR matrix; identify changes in customer requirements and ensure they are flowed into GSS procedures, documents and supplier requirements.
• Prepare customer quality metric data (PPM, scorecards, open complaints) for Quality Manager reporting.

For assigned launch programs: participate as Quality member of the PDT; review PFMEAs, control plans and work instructions (owned by Engineering) for quality content; review PPAP packages compiled by the Senior Quality Technician before Quality Manager spot audit and PSW signature; define gauging concept and gauge requirements with the Gage Calibration Technician; set the safe launch plan and exit criteria.

• Improve error and mistake proofing (poka-yoke) methods by working with multifunctional teams.
• Drive manufacturing process improvements using statistical process control techniques; analyze quality metrics data and develop action plans for improvement.
• Participate in the internal audit pool; perform internal audits in accordance with IATF 16949 and customer-specific requirements (not auditing own work).
• Create, review and approve Work Place Instructions / procedures within area of responsibility.
• Train employees, certify and document.
• Model and promote cooperation and teamwork.
• Reinforce 5S (housekeeping) behaviors and maintain good housekeeping in the work area.
• Ensure a safe working environment; follow and enforce PPE and safety procedures.

Authority / Decision-Making

• Places product on hold; requests containment and sorting through the Quality Engineering Supervisor.
• Recommends PPAP approval for assigned programs; the Quality Manager signs the PSW.

Key Interfaces

• Customers' quality, supplier quality and launch representatives.
• Quality Engineering Supervisor (in-plant containment and internal root cause), Supplier Quality Engineer (supplier-caused complaints; mutual backup), Senior Quality Technician (PPAP, change control), Gage Calibration Technician (gauges).
• Engineering (PFMEA / control plan owners), Production, Sales and Program Management.

Backup / Support Responsibilities

• Named backup for the Supplier Quality Engineer (supplier 8Ds, supplier audits, supplier development follow-up) during absences.
• Named backup for change control (Senior Quality Technician primary).
• Supports internal 8Ds when requested by the Quality Engineering Supervisor.
• Backed up by the Supplier Quality Engineer for customer 8Ds, warranty analysis, customer audits and customer portals; the backup must hold active customer portal access.
• Is not the Quality resource on all launch programs; programs are split between the two Quality Engineers.

Required Qualifications (Experience and Education)

• Bachelor's degree in Mechanical Engineering.
• Proficient in the use of statistical process control software (Minitab preferred).
• Excellent verbal and written communication skills (Microsoft applications).

Preferred Qualifications

• 3 years in a manufacturing environment (automotive-related experience preferred).
• Six sigma training (green/black belt).
• Quality Engineering Certification (CQE).
• (Recommended) Experience with OEM customer complaint systems / supplier portals and customer-specific requirements (e.g., GM, Ford, Stellantis, Rivian).
• (Recommended) Working knowledge of AIAG core tools (APQP, PPAP, FMEA, MSA, SPC).
• (Recommended) IATF 16949 internal auditor training (required before performing internal audits; can be completed after hire).

Competencies – Knowledge, Skills and Characteristics/Behaviors

• Influencing others, analytical thinking, self-confidence, high-level integrity, problem solving, reliable, self-managed, customer focus.

Additional Notes

• Position requires the ability to lift and manually handle components (not to exceed 35 lbs), good hand dexterity, and daily visual inspection as required.
• Travel required for customer and supplier locations (up to 25%).