Customer Quality Engineer

Group presentation

In the United States, BILSTEIN of America employs approximately 750 extremely focused, driven and passionate employees in four different locations: San Diego, CA, Mooresville, NC, Troy, MI and our only North American production and headquarters facility in Hamilton, OH. This 24/7 facility uses the newest technology to assemble the majority of our shock-absorber production for three separate yet integral production groups - Original Equipment (OE), Aftermarket (AM) and Special Purpose Vehicles (SPV). We work with our customers to provide the right system for the desired ride - from passive monotube shock absorbers to those that are adjustable, we have you covered for the optimal driving experience.

Company presentation

thyssenkrupp is an international industrial and technology company employing around 100,000 people. Across 48 countries it generated sales of €38 billion in fiscal 2022/2023. Backed by extensive technological know-how, the businesses develop cost-effective and resource-friendly solutions to the challenges of the future, mainly in the fields of climate protection, the energy transition, digital transformation in the industry and mobility of the future. Under the thyssenkrupp umbrella brand the company creates long-term value with innovative products, technologies and services and contributes to a better life for future generations.

Your responsibilities

Summary:

Is responsible for supporting Production and driving quality activities within the production facility through the use and knowledge of the ISO 9001, TS 16949 Quality Management Systems and other Quality Tools. This position ensures that quality problems are effectively addressed and that quality standards are being implemented and adhered to within the production facility. The Customer Quality Engineer enhances customer satisfaction through coordinating with the Engineering team in the correction/improvement of products and processes. Works in conjunction with Engineering, Manufacturing and Operations to drive continuous improvement to ensure quality objectives are met and ensure product/process conformity.

Essential Duties and Responsibilities:

• Maintains a safe working environment by complying with all safety and environmental policies in the workplace. Advocates for and promotes a safe work environment by reporting Near Misses and/or other safety and environmental hazards, wearing all required PPE and encouraging others to do the same
• Interacts with customers to drive improvement activities and ensures product and processes meet or exceed customer expectations
• Leads customer zero mile complaint process and ensure effective root cause analysis and permanent corrective action implemented in a timely manner
• Manage Sort activities associated with customer complaints
• Lead Quality activities associated with Launch of new programs through phased gate process (PEP). Responsible for PPAP package submission to the customer and associated quality deliverables. Implement Safe Launch plans to prevent internal or customer complaints
• Monitor and Manage Customer Satisfaction via web portals for customer complaint management, scorecards, and change management. This includes working with our warranty lab to improve current and future products/processes
• Promote Quality excellence in Cross Functional Teams
• Holds quality investigations and researches resolutions for quality issues and eliminating problems from recurring
• Conduct a foQus, continuous improvement, or other key project annually
• Supports Engineering for qualification of new parts, processes and/or equipment through collection and data analysis
• Performs internal audits on product/processes to ensure compliance to specifications to promote customer satisfaction and zero ppm goal
• Participates in the analysis and disposition of non-conforming product as required
• Interfaces with customers to resolve quality issues and facilitates Advance Product Quality Planning (APQP) and development of work instructions for customer-specific requirements
• Provides training and support to employees on all quality concerns, customer complaints and application of quality methodologies
• Ensures compliance and safety of all activities within the organization standards and policies as well as customer specific requirements
• Performs all other duties and responsibilities as assigned

Your profile

• Proven experience in customer interface roles and exposure to problem solving methodologies (8D, 5 Why, Red X, Six Sigma, etc)
• Demonstrated ability to investigate quality problems and to apply sound technical judgement to develop potential solutions
• Solid familiarity with ISO 9001 or IATF16949 standards
• Demonstrated knowledge of Core Tools (SPC, APQP, FMEA, MSA, Control Plans, PPAP)
• Demonstrated knowledge of manufacturing processes and assembly plant processes, procedures, tooling, and equipment
• Advanced knowledge of statistical software such as Minitab, Infinity or equivalent systems, along with MS Office suite
• Excellent written, organizational, and verbal communication skills
• Proven track record of customer interface and ability to manage multiple projects and programs in a fast paced environment
• Proven time management, organizational, problem solving and prioritization skills to successfully complete responsibilities in a timely manner
• Detail-oriented, accurate, timely with strong analytical skills
• Highly organized with ability to work independently as well as part of a team
• Exhibits integrity through fair and ethical behaviors in all activities; maintains accountability for performance
• Proven experience developing work processes to improve outcomes for the team/customers

Education Requirement:

• Bachelor degree in Engineering