Quality Service Specialist

Job Description

The Quality Service Specialist interfaces directly with external customers to provide technical support, while working internally to correct quality issues. Good communication skills and technical knowledge are the foundation of this position.

Primary Responsibilities:

  • Maintain positive and professional relationships with customer contacts
  • Record, analyze, and respond to non-conformance reports, corrective action requests, and warranty claims received from external customers
  • Determine disposition of non-conforming material shipped to customers
  • Coordinate on-site repairs with field service contractors
  • Facilitate containment, and perform root cause analysis
  • Work cross-functionally to develop short-term and permanent corrective actions by participating in review of standards, procedures, tools and process
  • Authorize and process returned materials
  • Reference technical requirements, quality standards, engineering drawings, work instructions, and service procedures
  • Enter and retain quality records in database
  • Monitor trend issues and customer scorecards
  • Facilitate conference calls with customers and field service agents
  • Remain alert to potential problems and customer reactions, assist in resolution, and keep management personnel informed
  • Occasional visits to customer facilities
  • Serve as back up for internal quality personnel

Position Qualifications:

  • Associate or Bachelor Degree preferred
  • Strong communication, interpersonal, and analytical skills, as well as the ability to work effectively in a fast-paced environment
  • Self-motivated with a strong desire to implement change
  • Understanding of root cause analysis and problem solving methodology
  • Knowledge of Bill of Material structure and reading engineering prints
  • Ability to submit reports using Microsoft Office Products, with an emphasis on Excel
  • Willingness to travel intermittently

Desired Qualifications:

  • Experience in manufacturing environment
  • Knowledge of glazing materials and metal fabrication for window applications
  • Familiarity with mass transportation industry