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Customer Support Engineer

1 month ago

Kansas City, United States Blue Chip Talent Full time

ROLE AND RESPONSIBILITIES

  • Communicates effectively and quickly when plant Quality Concern Notifications (QCNs) are issued
  • Ability to present the status of issue resolution to the plant management team
  • Key interface with Quality (at Ford and Supplier).
  • Knowledge of the supplier’s manufacturing process.
  • Facilitator for visits from the supplier's corporate office.
  • Empowered to deploy resources by and from the corporate office.
  • Understand whether the supplier is design-responsible.
  • Understand what parts are directed to tier 2 with Multi-Party Agreements or Bailment Agreements in place.
  • Knowledge of Specifications / SCs / CCs.
  • Provides daily support and the ability to cover multiple shifts.
  • Participates with Incoming Quality and PVT during the investigation of emerging quality concerns
  • Follow up daily to ensure the defective parts that were returned to the supplier plant have been delivered
  • Effectively cuts issues off at the Ford plant.
  • Ensures clean cutoff including parts in transit and sitting in trailers at the Ford plant
  • Verifies certified stock is being used on the line
  • Verifies daily that suspect stock is quarantined or shipped back to the supplier and not re-introduced to the assembly line
  • Understand the part return process for parts shipped out of the Ford assembly plant
  • Has appropriate means to test/check parts (functional/visual)
  • Effectively drives closure to all issues and communicates status through PCA to affected parties
  • Obtains early claims binning (from PVT daily informs supplier plant (if applicable)
  • Handles Stage 1 disputes with IQ.
  • Attends IQ Binning meetings (if applicable)
  • Supports Bi-Weekly Top Supplier Meetings (if applicable)
  • Supports daily Plant Quality Meetings (if applicable)
  • Communicate concerns to IQ, PVT/VRT, and STA if the Ford plant is not handling parts properly
  • Knows the supplier manufacturing processes & poka yokes.
  • Is trained in problem-solving techniques such as Black Belt, Shainin, Green Belt, Global 8D, 6 panel, etc.
  • Attends the VRT meeting every week or as needed.
  • Attends the Plant FCPA meeting daily or as needed.
  • Attends the VRT ECB binning meetings daily or as requested.
  • For additional information on warranty claims, the supplier representative must contact a Resident STA, PVT Engineer, or VRT team member.
  • Conducts a surveillance audit in the assembly plant for ECB issues and internal Ford assembly plant concern rejects.
  • Participates in color harmony meetings when required.
  • Obtain Ford plant clean point and verify that certified stock is being used on the line.
  • Follow up with their plant contacts and ensure that 8Ds are sent to the plants on time.
  • Representatives should participate with STA & VRT during the investigation of emerging ECB with potential supplier manufacturing contributions.
  • Warranty returns through the assembly plant, representatives should facilitate warranty parts shipment to the supplier and follow up daily to ensure parts have been delivered.
  • Follow up with the supplier plant contacts and ensure that extraordinary actions / 8Ds are sent to the plants on time.
  • Representatives should be familiar with all open BSAQ projects & follow up with the Resident STA, PVT Engineer, or VRT team to ensure the BSAQ projects are up to date.
  • Representatives should get to know their VRT Leader & VRT team members, &
  • Understand where & when the VRT meetings take place.


QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Years of experience 2- 5


Education level

  • BS Engineering Degree or equivalent STEM Major


PREFERRED SKILLS

  • Proficient Microsoft Office Skills
  • Excellent Organization Skills
  • Excellent Communication Skills
  • Presentation and Management Skills
  • Prior injection Molding and plastic fabrication knowledge.
  • Knowledge of Quality defects on molded components.
  • Prior testing and validation software skills
  • Prior Wiring Harness Engineering Experience
  • Troubleshoot wiring harness problems.
  • Knowledge of vehicle electrical Structure
  • Engineering blueprints reading and interpretation.
  • Demonstrated ability to adapt and learn continuously, clearly establish expectations, and hold others accountable for achieving results, as well as developing and executing strategic plans.
  • Embrace resilience – seeing every challenge as a learning opportunity and invitation to grow.
  • People are willing to share knowledge and experience with others in a commitment to make a group growth bringing balance to it instead of weighting in one direction.
  • Multifunctional comfortable to follow up on several projects at the same time.
  • Supports and exemplifies Aptiv values and commitment to SAFETY, quality, and cost with a great sense of ownership, teamwork, and communication among all levels of administration.
  • Organized and self-sufficient professional