Regional Service Quality Engineer - Americas
External
Momentive · Waterford, NYPrepare for this interview
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About the role
The Service Quality Engineer ensures the highest standards of service quality across all relevant operations (packaging, labeling, customer service and delivery to customers) by monitoring, analyzing, and improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. Provide directions to all the regional team members to ensure that complaints and quality-related customer inquiries are addressed on time and in the best way possible to ensure customer satisfaction. Lead and develop a strategy to reduce service quality complaint rate globally below the set KPI and design processes to meet Quality targets. Evolve Focus on the Customer Element of Momentive's culture for service quality. Responsibilities Include: Contributor to the development and execution of the Momentive Regional Quality Strategy for customer-facing objectives. Provides direction in alignment with the Momentive Global Quality Strategy to all participants involved in the complaints and quality-related customer inquiry fulfillment process. Work with the Regional Business and functional teams (SC, CS, Logistics) to evaluate and improve processes affecting service quality in line with industry standards. Develop and maintain documentation (SOPs, work instructions, quality reports). Handling customer complaints and quality-related customer inquiries to ensure a Focus on the Customer Culture across all functional departments supporting these processes. Responsible for Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints and business as well as highly specialized quality requests to get approval for customer growth projects. Key Metrics for this role are: Safety Performance Service quality complaints Internal Momentive service quality complaints Customer Complaint Closure Time Metrics from monthly global quality report
Requirements
- The following are required for the role
- Bachelor's Degree or equivalent experience
- Mentorship experience
- Demonstrate an effective communication style that builds strong relationships and positively impacts outcomes and decisions.
- Proven ability to teach, train and motivate others at varying levels in the organization.
- Ability to work effectively in a matrix organization and in cross-cultural environments often requiring coordination between organizations.
- Excellent presentation, facilitation and problem-solving skills with all levels of the organization
- Strong approach to data generation and analysis using Excel and Minitab. Ability to note trends in data and identify/drive improvements to ensure customer satisfaction.
- Proven strong customer advocate
- 3+ years' experience in Production, Supply Chain, Quality, Technology
- SAP knowledge
- Excellent communication and interpersonal skills
- The following are preferred for the role
- Excellent silicone product/application knowledge preferred
- B.S. Degree in Chemistry, Chemical Engineering, Engineering
- Process Improvement Experience or Continuous Improvement Certification preferred
- Lean Six Sigma certification (Green Belt or higher) is a plus.
- Knowledge/Experience about packaging technology
- Some leadership experience
- #LI-NG1
Benefits
Additional Information
Job Title: Regional Service Quality Engineer - Americas
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