Customer Quality Engineer

Overview

Holcim Building Envelope, a global leader in building materials and solutions, is seeking a dedicated Customer Quality Engineer to join our Quality Assurance team.

This position is crucial for resolving customer complaints and working cross functionally to drive improvements to enhance customer satisfaction.

The ideal candidate will be responsible for reviewing complaints to determine resolution, track all activities required to resolve, and aid in problem solving.

Responsibilities :

Communication & Customer Service : Act as the main point of contact for all parties involved in the product quality customer complaint process.

Build and maintain strong relationships with key stakeholders. Provide exceptional service while facilitating the complaint process.

Complaint Management : Review product complaints to determine next steps including technical assistance with installation, product replacement and credits.

Collaborate with Sales, Customer Service, Manufacturing, Warranty & Technical Services, Product Management, R&D, Logistics, etc.

to resolve customer complaints. Demonstrate ability to manage multiple tasks simultaneously throughout the stages of the complaint process.

Problem Solving : Track open issues and ensure actions taken by responsible parties address the root cause. Facilitate thorough investigations by ensuring the process is well defined, the proper tools are available, and monitoring investigations through validation.

Reporting : Analyze complaint data and regularly provide updates to multiple layers of the organization. Evaluate data for trends and make recommendations where appropriate.

Prepare and facilitate meetings related to product quality complaints and reporting.

Continuous Improvement : Identify and promote continuous improvement opportunities related to the complaint process and enhance overall customer satisfaction.

Promote a culture of quality and excellence within the organization.

Qualifications :

Education : Bachelor's degree in Quality, Engineering, Manufacturing Management, or a related field.

Experience : Customer focus, project management and facilitation skills needed to work with a variety of departments and parties.

Proven experience in quality engineering or a similar role within a manufacturing or industrial setting is preferred. Familiarity with building materials and envelope solutions is a plus.

Experience with SAP is preferred.

Skills : Strong problem-solving skills and use of quality tools / methodologies (8D, A3, DMAIC, Pareto, Fishbone, FMEA, Control Plans, etc.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). Knowledge of ISO and auditing is preferred.

Communication : Excellent communication and interpersonal skills to effectively work with customers, team members, and stakeholders across different levels of the organization.

Analytical : Ability to analyze data, understand trends, and make data-driven decisions.

Additional Information :

Please provide your resume and cover letter when applying. We offer a competitive salary, comprehensive benefits, and a dynamic work environment committed to innovation, quality, and sustainability.

Join us at Holcim Building Envelope and be a part of shaping the future of the building materials industry.

Holcim is an equal opportunity employer and encourages applications from all qualified individuals.