QUALITY SPECIALIST - Problem Resolution Coordinator

Essential Duties.

• Gathers information on problems and/or concerns from customers. Facilitates problem resolutions in coordination with Production teams utilizing problem solving tools.
• Coordinates containment of all quality concerns. Manage customer sorts as needed, this includes minimal travel to oversee sorts as needed.
• Maintain corrective action system. This includes distribution of quality package and initial response to customer via customer portals, overseeing, and reporting out on the corrective action status.  Issues quality dispatches or customer concern responses.
• Schedules and leads cross-functional meetings focusing on customer quality related problems. Generates, maintains and assigns responsibility/completion timing for action items required to meet customer requirements and expectations for formal quality concern responses.
• Completes daily, weekly, monthly quality reports. Generates PPM Reports, assists in PPM Tracks 5P/8D timeliness and effectiveness.
• Issues Return Material Authorizations
• Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
• Other duties as assigned by Manager

Scope/Dimensions:

• Interactions with internal and external technical experts to resolve issues related to nonconformities of product, process, and quality system.
• Prepare and present corrective action response to Sr. leadership and or customer representatives.
• Influence the work of others who do not report directly to this job title and hold others accountable for their work output without a direct supervisory relationship.

Competencies:

• People:  Influential.  1.  Simply conveys information and ideas to others.  2. Builds Rapport and makes a positive and credible impact.  3. Demonstrates attentive and active listening skills; takes a real interest in the views and ideas of others and ensures proposals address others’ needs and priorities. 
• Vision:  Customer Focus.  1.  Actively seeks to understand internal and external customer circumstances, problems, expectations, and needs.  2.  Ensures that customer solutions, practices, and procedures are designed and implemented to assure customer satisfaction.  3.  Ensures that the customer perspective is the driving force behind business decisions and activities.

• Results:  Passion for Excellence.  1. Takes personal responsibility and ownership for achieving results & objectives.  2. Demonstrates and fosters a sense of urgency, drive and personal commitment.  3. Shows resilience by consistently displaying a positive outlook and responding resourcefully when faced with new challenges and demands

Qualifications Required:

• Associate’s degree in a related discipline or a combination of equivalent education and experience or equivalent experience.
• Previous work experience in production quality assurance, customer quality assurance.
• Knowledge of and ability to utilize problem solving tools such as Six Sigma, Fishbone, KT, 8D, etc.
• Moderate to advanced computer skills including use of Microsoft office suite, etc.

• Quality systems (IATF 16949) knowledge.  Previous experience with document control systems and/or customer portals.

• Demonstrated excellent communication skills in English.
• Demonstrated detail oriented; strong organization skills; strong analytical skills; and project management skills.
• Ability to develop and present solid solutions to team members and Management.

Qualification Desired:

• Bachelor’s degree in related discipline or a combination of related education and experience.

• IATF 16949 auditor certification.
• Engineering or Quality experience in an automotive manufacturing environment.
• Six sigma green belt or black belt certification.