Role Purpose:
Review and coordinate customer concerns and complaints in accordance with customer requirements. Manage containment and stock related to customer concerns and Bulten/customer stock levels. Support the Sales organization in Customer Quality matters.
Main duties and responsibilities:
1. Quality Control of non-conforming product & service – Raising and tracking of concerns on factories (Bulten and Trading) and sub-suppliers in relation to customer claims.
2. Ability to travel to Bulten Plants and/or Customer and Supplier Locations in Europe as required.
3. Corrective & Preventive actions – Raising and issuing of 8D/5Y reports or similar dependent on customer requirements.
4. Manage 8D for the non-conforming product raised by customer/s.
5. Knowledge of quality related tools (i.e 5 Why, fishbone diagram, is/is not).
6. Product traceability via internal system (M3).
7. Manage containment and inspection for customer related claims.
8. Manage warranty complaints.
9. Customer/s portal management for claims and Bulten performance.
10. Management of internal 8D (Canea system), ensuring all the criteria within 8D are met.
11. Understanding and reading of customer drawing (GD&T).
12. Understanding of measurement equipment.
13. Weekly and monthly quality reports, in line with KPI’s.
14. Tracking 8D progress and ensuring that KPI’s are met.
15. Managing recharges and updates of the tracker.
16. Reporting on customer line stops.
17. Number of complaints per customer (CPM).
18. Actual quantities of the rejected parts by customer post containment/validation of product.
19. Record cost of poor quality (COPQ).
20. Customer scorecard management.
21. Manage Customer Specific Requirements in GUKSA.
22. Support the Sales organization in Customer Quality matters.
23. Assist as required with any other reasonable request in line with business needs or customer/client requirements.
24. Involvement in Continuous Improvement and relevant projects.
25. Ability to directly interface with the customer.
Experience and Knowledge:
Essential:
1. Problem solving experience.
2. 5Y/8D experience.
3. Engineering qualification – minimum ONC level.
4. Computer literate.
5. Driving Licence.
Desirable:
1. Engineering or similar background.
2. Knowledge of Microsoft Office and ability to populate presentations/complaints statistics.
3. Knowledge of and adherence to Work Instructions relevant to role.
4. Knowledge of and adherence to ISO 14001, ISO 45001 and IATF 16949.
5. Adherence to Bulten core values.
6. Support Internal Quality Audits - Review process/procedures in line with TS (IATF)/ISO standards applicable to the customer.
7. Understanding of Bulten Quality Management System.
8. Understanding of PPAP documentation.
9. Understanding and adherence to Bulten Environmental Policy.
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