Quality Customer Engineer

A. Complaint and Nonconformity Management

• Receipt and Logging: Receive NCs, communicate internally, and log them. Respond and update in customers’ dedicated portals.
• Containment Actions: Coordinate with Production, Logistics, and Engineering to analyse and implement containment measures.
• 8D Methodology: Lead the opening, follow-up, and closure of 8D cases. Perform in-depth root cause analysis using tools such as 5 Whys and Ishikawa.
• Logistics and Financial Management: Arrange return shipments and manage nonconforming material at the customer’s facilities. Oversee customer charges and related credit notes in coordination with the Finance department.

• Defect Analysis: Identify and analyse typical defects in rejected parts.
• Technical Documentation: In coordination with Engineering, prepare and keep internal quality guidelines and control plans by part and section up to date.
• Prototypes and Testing: Collaborate with the Engineering department in reviewing materials, testing, and validating new processes.
• Technical Interpretation: Interpret technical drawings and occasionally use laboratory equipment for testing and materials analysis. Customer support related to material certificates.

• Indicators (KPIs): Monitor and report customer quality indicators monthly.
• Follow-up Reports: Prepare reports on the status of NCs and send closure forecasts in advance.
• Continuous improvement: Maintain a record of improvements implemented on parts that have been rejected, coordinating these actions with Process Quality and the Engineering department.
• Prevention: Analyse the returns history to raise awareness among plant personnel and propose robust preventive actions.

• Product Safety: Ensure compliance with product safety regulations and the customer’s specific requirements (CSR).
• Audits and Visits: Support customer audits and carry out customer visits to follow up on quality, resolve incidents, or validate processes at the customer’s process.
• Contracts and Agreements: Manage quality contracts and value-added agreements, providing technical support to the Sales department.

A. New Product Industrialisation (NPI)

• Industrialisation Audits: Conduct process audits at the plant and at suppliers to verify technical and operational capability prior to series production.
• Process Validation: Coordinate and oversee Run @ Rate (rate trials) to ensure casting and machining processes meet the defined standards.
• Prototype Management: Collaborate with Engineering in reviewing materials and prototype testing, ensuring customer requirements are integrated from the design phase.

B. Quality Management and Core Tools

• APQP and PPAP: Coordinate Advanced Product Quality Planning (APQP) and support the approval of initial samples (PPAP), both internal and from suppliers.
• FMEA and Control Plan: Collaborate in multidisciplinary teams to develop FMEAs and prepare part-specific Control Plans.
• Internal Guidelines: Prepare and update internal quality guidelines and control plans for production sections.

Training requirements

• Education: Bachelor’s degree in Engineering (Industrial or Materials), Higher Vocational Training, or proven experience.
• Standards: Knowledge of IATF 16949, ISO 900 and ISO 14001.
• Core Tools: Knowledge of FMEA, APQP, PPAP, SPC, MSA and 8D, and product safety.
• Foundry: Knowledge of the casting process and typical defects.
• Analysis: Knowledge of statistical techniques and their interpretation. Able to establish quality control plans by part and section.
• Physical/chemical testing: Knowledge of analysis and testing techniques. General knowledge of laboratory equipment.
• Digital Tools: Proficiency in office software and B2B portals used by automotive customers.Languages: Advanced level of English (spoken and written) for liaising with international customers and suppliers.
• Languages: Advanced level of English (spoken and written) for liaising with international customers and suppliers.

Experience requirements

• A minimum of 4 years’ experience in a similar sector and in quality is desirable.

Personal characteristics

• Organisation: Methodical, organised profile, able to manage multiple priorities under pressure.
• Communication: Strong interpersonal and telephone communication skills; ability to actively listen to both the customer and internal departments.
• Leadership and Autonomy: Leadership skills to organise their area, self-initiative, and ability to delegate tasks when necessary.Critical Analysis: Be rigorous in defect review and have an overall view to detect risks in other batches or processes.

Notes

• Flexibility to undertake short trips for technical representation with customers.