Fiat Chrysler Automobile Propulsion Systems Quality – Customer Satisfaction Base Engine Manager in Auburn Hills, Michigan
Propulsion Systems Quality – Customer Satisfaction Base Engine Manager
Date Posted:February 15, 2021
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The Quality organization is currently seeking a highly skilled, solutions-oriented Customer Satisfaction Team (CST) Manager to join the Quality team in Auburn Hills, Michigan. The Customer Satisfaction Team (CST) Manager is responsible for managing a team of quality engineers responsible for Base Engine Quality. The selected candidate will drive improvement in the internal quality Key Performance Indicators: Continuous Quality Insight (CQI), 1 & 3 MIS Warranty, Long Term Reliability, EPUS / warranty expense, for product lines in the NAFTA market. The selected candidate will drive improvement in the external quality Indicators: JD Power and Consumer Reports. This manager must be a strong problem solver capable of engaging the team in proactive issue identification and resolution of root cause, containment action, corrective action, and service. The CST Manager will report out on Powertrain quality issues and status at Powertrain Monthly Quality Reviews and Monthly Base Engine Director Reviews. The selected individual will have experience in managing cross-functional teams and possess a broad knowledge of the entire automotive engineering, manufacturing, and quality landscape.
Roles & Responsibilities include but not limited to:
Management of Powertrain quality KPI’s and relevant topics:
Manage monthly Base Engine Director Reviews, participate in Powertrain Monthly Quality Review and Monthly Powertrain Warranty / Finance Committee meetings to communicate the status of issues and escalate key items to remove roadblocks.
Key Items and Issues include but not limited to: Emerging Issues, Special Topics, CQI (1MIS) , Warranty (1 & 3 MIS), Long Term Reliability (12+ MIS), Warranty Spend, and EPUS (1, 3, 12 MIS)
Manage the development of the “Monthly Quality Book” material.
Support the development of the Quality Engineering Budget by partnering with engineering & plant personnel to identify & document product quality improvement projects and associated investment.
Manage Team Activity in “Finding Issues – Fixing Issues”
Identify customer issues from the powertrain warranty period using the existing or new tools and developing actionable problem statements
Partner or collaborate with the industrial team to triage customer issues and assign them for root cause and resolution; assist in the issue resolution as required
Investigate any potential pro-active field action for customer units in the field
Support the ‘three legged five why’ process with the issue solver to identify the reason for lack of detection in the process and systemic process breakdown
Manage the issue resolution process time to minimize the quality impact to the customer
Support Technical Services Operations with Status of Unresolved Escalation Issues
Support the development of Field Actions and Product Campaigns
Conduct Executive Referral investigations to document vehicle warranty history and suggest next steps as appropriate.
Ensure adherence to department budget requirements for travel and manpower.
Display effective communication skills to support meetings at all levels of the company, including senior leadership; establish partnerships both internally/externally and to influence without direct authority
Commitment and dedication in delivering a premier product to the consumer
Drive team success by clarifying expectations and minimizing political hurdles; demonstrate unwavering commitment to delivering results
Exhibit a willingness to do things differently and consistently translate ideas into actions
Possess strong interpersonal skills with ability to work in a team environment
Bachelor’s degree or higher in an engineering discipline
10 years of automotive experience (or a combination of automotive and transferrable nonautomotive experience may be considered)
5 years of work experience in Quality, Engineering, or Manufacturing
Experience working in a lean/flat organization with cross functional skills
Knowledge of quality systems
Excellent written, verbal communication and organizational skills
Ability to communicate to multiple levels of the organization
Proficient interpersonal skills and the ability to work effectively in a cross functional team
Comfortable with complex technical analysis
Self-motivated and customer focused
Demonstrated leadership and interpersonal skills
Problem Solving certification, Green Belt or Black Belt
Past powertrain and quality experience is strongly desired.
Manufacturing, design release and or supplier quality experience are also desired
Knowledge of engines, transmissions and driveline components strongly desired
Experience in G Suite software
Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.