Job Description
AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products.
We support a diverse industry base of manufacturers across a broad range of industries. Our experienced team has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency.
We are A Company Culture Devoted to Innovation & Improvement
AFC provides localized expertise to customers in particular industries and geographies. We don't have a traditional hierarchical management structure where everyone simply "reports up." Instead, our company is made up of on-the-ground experts operating in an entrepreneurial fashion with the backing and support of an enterprise-grade organization.
Sharing cultural values breeds consistency and quality throughout our organization. Collectively, we are committed to a simple management approach, which influences our company culture and our management style.
Mission : To execute the operating model consistently by delivering for customers every day. Ensuring that work is completed properly and the needs of the customers and other stakeholders are met.
Customer Quality Engineer is responsible for supporting the enterprise Customer Quality strategy by driving standardized customer quality processes, improving customer satisfaction, and reducing customer quality issues across AFC Industries. This role partners with site quality teams, operations, sales, and supply chain to ensure customer concerns are resolved effectively while implementing preventive actions that improve quality performance across the enterprise.
The position serves as the corporate subject matter expert for customer complaint management, customer quality metrics, root cause analysis, and customer quality system improvements.
KEY RESPONSIBILITIES
Customer Relationship Support : Serve as AFC's senior quality representative for key
Partner with Sales, Operations, Supply Chain, & Business Unit Leadership to support: Strategic customer meetings, business reviews, new customer launches, & customer audits
Customer Requirements Management : Ensure customer-specific requirements are: Identified, reviewed, documented, communicated, implemented, and audited.
Support deployment of customer-specific quality requirements and ensure customer requirements are incorporated into standard operating
Customer Complaint Management : Support the enterprise customer complaint process across all business Monitor complaint trends and identify systemic issues requiring enterprise action.
Ensure timely investigation, containment, root cause analysis, corrective actions, and closure of customer complaints.
Customer Escalation Support : Coordinate cross-functional teams during significant customer quality issues.
Support strategic customer visits, conference calls, and quality
Continuous Improvement : Identify opportunities to reduce customer escapes & lead customer quality improvement projects.
Share best practices across sites and business
Follow applicable policies, procedures, and work
Support department and continual improvement
Execute all other duties as
PERFORMANCE/PROFESSIONAL SKILLS EXPECTATIONS
This position is expected to meet the following expectations:
Customer Focus -- Demonstrates a commitment to providing professional, responsive, and courteous service to customers and internal stakeholders.
Accuracy and Attention to Detail -- Completes work accurately, thoroughly, and in accordance with established procedures and requirements.
Communication -- Communicates clearly, professionally, and in a timely manner with customers, vendors, coworkers, and management.
Organization and Time Management -- Effectively prioritizes responsibilities, manages multiple tasks, and meets established deadlines.
Teamwork and Collaboration -- Works cooperatively with others and contributes to a positive, respectful, and productive work environment.
Accountability -- Takes ownership of assigned responsibilities, follows through on commitments, and promptly addresses issues or concerns.
Problem Solving -- Identifies problems, evaluates available information, and takes appropriate action or seeks assistance when necessary.
Professionalism -- Maintains a professional attitude, appearance, work ethic, and conduct consistent with company expectations.
Quality and Compliance -- Follows applicable company policies, procedures, work instructions, and ISO-related requirements and maintains accurate documentation.
Continuous Improvement -- Identifies opportunities to improve processes, efficiency, accuracy, customer service, and overall business performance.
Confidentiality and Integrity -- Protects confidential information and conducts all business activities with honesty, integrity, and sound judgment.
WORK ENVIRONMENT
Environment: Manufacturing/Distribution/Office/Hybrid/Onsite
Physical Requirements: Moderate ability to sit and work at a computer, frequent use of keyboard, mouse, telephone, and other office equipment in a combination of an uncontrolled/controlled environment, moderate standing, walking, bending, squatting, reaching, and occasional lifting of up to 50 pounds from floor to overhead lifting
PPE: As required by specific site
Travel Requirements: 30-40%
QUALIFICATIONS & COMPETENCE
Education:
Bachelor's degree in Engineering, Quality, Supply Chain, Manufacturing, or related discipline preferred.
Experience:
4--6 years of quality engineering or quality management
Experience managing customer complaints and corrective
Experience supporting OEM customers in industrial distribution, manufacturing, aerospace, automotive, or related industries.
Working knowledge of ISO 9001; AS9100/AS9120 experience
Experience working in a multi-site organization
Knowledge & Skills:
Customer Complaint Management
8D Problem Solving
Root Cause Analysis
CAPA
FMEA
APQP concepts
Statistical Analysis
Data analysis and reporting
Microsoft Office Products
ERP and Quality Management Systems
Certifications/Licenses:
ASQ Certified Quality Engineer (CQE) or Certified Manager of Quality/Organizational Excellence (CMQ/OE) preferred.
This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the position. Duties and responsibilities may be modified as business needs change.
Salary Target: 80-110k
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance
We are an Equal Opportunity employer, including individuals with disabilities and protected veterans.
