Responsible and accountable for customer quality issues. This position serves as the link between Technical, Sales, Customer Service & Manufacturing Operations; acting as a leader in Root Cause Analysis, ensuring timely response in an effective manner.
Single point of contact for all types of customer complaints and claims.
Position DescriptionCustomer Line Issues Traceability: Facilitating and driving satisfactory resolution of customer line issues ensuring all such items are correctly registered and tracked into the Non Conformity tracking application (CAIR or ETQ).Resolve-Discipline: Efficient, continuous, and precise internal processing of customer complaints/claims.Root Cause Analysis (RCA): Expert in problem solving and assists work teams in different areas (manufacturing, process engineering, technical laboratory, warehouses, planning, etc.) acting as facilitator for external and internal nonconformities, ensuring identification of root cause and implementation of robust permanent corrective and preventive actions (avoid repeats).Critical Thinking: Bring powerful critical thinking in the analysis process.Visibility of the Claims Fulfilment Process: Maintain the Quality Standard of PPG Industries and promote the understanding of the Customer Quality Goals throughout the organization.Customer Relationships: Establishes working relationships with customers and provides accurate, appropriate, and timely solutions to customer problems or requests.Management of Customer Expectations: Working closely with the Account Manager(s) to ensure Customer(s) specific requirements are understood and fully deployed within the organization by conducting regular internal auditing. Generate plans and strategies to reduce the main gaps that affect customer satisfaction.Communication: Ensure clear and effective communication with key customer players as a customer-focused strategy and customer intimacy, maintaining a direct communication channel for a response plan to customers and internal stakeholders. Keeps Customers/TSSR briefed on issue progress and planned next steps to reduce further escalation.Voice of Customer in Solving Problems: Ensure continuous monitoring of customer satisfaction using the VOC tool as well as the development of strategies and action plans to improve the indicator.Continuous Improvement: Lead and/or support quality improvement activities to reduce the customer complaint rate to meet customer satisfaction in terms of product quality and delivery.Quality Management System: Improvement of the overall Quality of the whole company, production process, and risk management. Update quality documents (FMEA, Control Plan, etc.) based on the results of the RCA.Lesson Learned: Share the lessons learned because of the RCA.Customer Portals: Respond to non-conformities through customer portals in conjunction with the Coordination of Quality Management Systems, according to customer-specific times and formats.Training: Quality problem-solving procedure and decision-making training to increase quality culture across the organization.Quality Standard: Be in compliance with IATF 16949:2016, VDA 6.3, and other high-quality standards, supporting the auditing processes and certifications.PROFILEBachelor's Degree in Chemistry, Bio-Chemistry, or Engineering required or High Experience in Paint businesses – Preferred.At least 3 years proven experience in Technical or Manufacturing – Preferred.Three years in Customer Management for Automotive, Industrial, or Packaging - Preferred.Technical Knowledge:Basic problem-solving techniques.Knowledge of specific customer requirements.Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.Knowledge in paint production, QC testing, batch adjustment, color, raw materials, etc.English Language - Advanced level written and spoken. French: Desirable.Skills:Ability to work with high-level positions.Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.Time Management - Managing one's own time and the time of others.Coordination - Adjusting actions in relation to others' actions.Capacity to motivate teams with no direct report.Adaptability/Flexibility - Job requires being open to change and to consider variety & complexity in the workplace.Initiative - Job requires a willingness to take on responsibilities and challenges.Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.Persistence - Job requires persistence in the face of obstacles.Social Orientation - Job requires preferring to work with others rather than alone and being personally connected with others on the job.Analytical/Critical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets.
PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
About us:Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – every day.
PPG: WE PROTECT AND BEAUTIFY THE WORLD. Through leadership in innovation, sustainability, and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on Twitter.
The PPG WayEvery single day at PPG: We partner with customers to create mutual value. We are "One PPG" to the world. We trust our people every day, in every way. We make it happen. We run it like we own it. We do better today than yesterday – every day.
PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email ******.
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