Quality Engineer - Customer

Description

Summary of the position:

The Customer Quality Engineer is responsible for maximizing customer satisfaction by resolving quality issues with urgency and transparency, clarifying quality expectations, and driving ongoing improvements that deliver value and build trust and confidence.  This role will establish and maintain a professional proactive relationship between our customers, the organization, and the quality department. The Customer Quality Engineer will interface directly with Customers and the internal customer facing teams to provide support for customer audits and product planning and assist in resolving potential quality related issues identified after a product has been delivered.

Duties and responsibilities:

• Develop expertise on customer requirements and factory manufacturing processes to enable streamlined customer support and satisfaction.
• Manage and support on-site audits conducted by customers.  Work with customer facing teams and QMS Supervisor to support customer audits by helping with preparation and facilitation.
• Provide support for various customer related documentation expectations such as process documents, item tracking, performance reporting, etc.
• Manage cross functional (Service, Warranty, Quality, Engineering, Operations) investigations and resolutions of product quality issues raised by customers. 
• Update HGAP customer facing teams and customers in a timely fashion regarding the status of quality issues or any requests.
• Develop and integrate a customer concern database which supports multiple inputs and outputs.
• Work globally to support HGAP-SZ and HGAP-AUS on product shipped from HGAP-US.
• Assist in Global New Product Development (GNPD) activities to avoid quality issues.  Participate in product quality planning and control processes based on customer’s specifications and requirements.
• Lead cross functional reviews of machines prior to shipping.
• Assist in communication and record keeping of Safety and Service Bulletins as needed.
• Actively contribute to maintaining the Hitachi reporting requirements:
  • Monthly metrics
  • Product Incidents
  • Requested reports as appropriate
  • Audits
• Lead projects to improve quality of processes, products, and components as a result of internal/external findings, customer complaints, and warranty analysis.  Perform joint analysis of complex problems with Engineering, Manufacturing, Supplier Quality, and other departments, to determine root cause and support development of countermeasures.
• Integration of processes to meet Hitachi Global Quality Standards.
• Participates in Layered Process Audits (LPAs).
• Assists with the Quality System maintenance.
• Fully understands, interprets, and audits to ISO9001:2008 or equivalent.

Qualifications:

Education and Knowledge

• M.S. or B.S. in Engineering (Industrial, Mechanical, Electrical, or Manufacturing).
• ASQ Certification – CQM, CQA, CQE preferred.

Professional Experience:

• Must have 5 plus years’ experience in Quality in a manufacturing setting.
• Must have solid understand of ISO 9001, ISO 14001, and OHSAS 18001 management systems.
• SAP knowledge, a plus.
• Customer Relationship Management database experience, a plus.
• Excellent communications and interpersonal skills, including demonstrated leadership ability and ability to work as part of a team.
• Ability to think critically, anticipating/recognizing problems and resolving in a timely manner.
• Possess a general working knowledge of automotive or industrial manufacturing quality tools: AIAG, PPAP, FMEA, Control Plan, 8D, MSA and Statistical Process Control (SPC) standards.
• Knowledgeable with hands-on experience in the application of Lean and Six Sigma including the following tools: Value Stream Mapping, Cpk/Ppk, GR&R, Sampling Plans, Kaizen, 5S, Statistical Analysis, 5 why’s, Root Cause analysis, VOC, QFD, Error Proofing, Robust Design, Cause and Effect Diagrams, Pareto Analysis, etc.
• Must be proficient in Outlook, MSWord, Excel, PowerPoint.
• Ability to work with minimal supervision.

Key behaviors:

• Ability to work well with others and able to think critically, anticipating/recognizing problems and resolving in a timely manner.  Always working towards continuous improvement.

• High energy and aptitude for analytical and mechanical work that requires attention to detail.
• Must understand and comply with HGAP-US Safety Standards.

The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.