Manager Customer Quality Liaison

Summary The Customer Quality Liaison represents and assume Customer Quality functions in the Plant. Main role is to be the point of contact for customer resident inspection in the respective plant for OFW. Drive all actions related to customer ITP (Inspection Test plan) and on-site surveillance. To meet quality deliverables agreed with the Customer. Active participation to reach cero defects on delivered blades. Make a great customer experience.

Key Responsibilities Include

• Perform objective analysis and drive root cause analysis of any findings and customer complaints (claims) from the customer and implement solutions to prevent recurrence.
• Proactively anticipate observations or potential deviations: Quality check points, EHS, production line.
• Set up tracking list for the findings found by customer resident inspector.
• Escalate and lead resolution for all potential, serious or chronic problems affecting quality within plant with global support functions.
• Active participation on PPAP activities.
• Daily update on production schedule and plan ITP check points accordingly
• Keep track of the effective closure of findings
• Drive actions to improve customer satisfaction from quality perspective.
• Ensure of closure of non-conformances identified during customer inspection and audits in plant before due date.
• Accompany customer inspector (ITP) and quality customer visit and/or audit to the Plant at any time in the workshop and ensure questions/doubts are clarified and challenge potential observations/findings against LM procedures or documents.
• Customer inspector training on AC-00090,
• Drive a collaborative, cross-functional partnership with other global functions, GE OFW, and external customers.
• Hold the frontline role in the plant to clarify to the customer representative all questions on-site in order to create confidence and trustworthy relationship with the customer and channel when it is necessary to the right owner in a timely manner and avoid escalations.
• Address question to responsible person in LM. Ensure full compliance with the agreement between LM/GE and the end user.
• Support customer to perform a jointly inspection of final product according to related Acceptance Criteria on accessible areas as per ITP.
• Coordinate with plant quality leader, production leader and team and create awareness on agreements.
• Benchmark quality performance with other plant manufacturing similar blade type. Capture best practices
• Capture the voice of customer and deploy together with the plant an action plan for improvement.

Required Qualifications

• International experience and cultural awareness
• A bachelor or master’s degree in engineering with experience in handling customers
• General technical knowledge in blade manufacturing and experience quality check points and firewalls.
• Knowledge of blade manufacturing is preferable, combined with explicit knowledge on Quality tools, Systems and Processes, Audits, Six Sigma, PFMEA, Control plans, PPAP
• A minimum of 10 years’ experience in working in Manufacturing, preferable more than 5 years’ experience working with Customers directly.
• Strong English language skill (verbal and writing)

Desired Characteristics

• Strong knowledge of the quality disciplines, process, and manufacturing
• Takes every opportunity to further refine and/or enhance solutions
• A person with a quality mindset independent of Plant level responsibility and reporting
• Manages competing priorities and actively removes obstacles to meet validated customer needs
• Customer oriented mindset and solution driven.
• Able to communicate across different functions in the Plant: team leaders, supervisors, process engineers, maintenance, etc to clarify question or doubt immediately.
• Able to challenge customer inspector based LM process and documentation. Put forth LM/GE interest.

Additional Information

Relocation Assistance Provided: No