Quality Tech - Customer Advocate

Job Description
QUALITY TECH - CUSTOMER ADVOCATE
 
Position Summary:
The Quality Tech - Customer Advocate will be assigned to key customer accounts to achieve total customer satisfaction with product quality and response time.  Identify and track all replacement orders for assigned customers from the very first NCR (No Charge Replacement) through full order completion. Conduct replacement inspections and audits during manufacturing processes to ensure that products comply with quality standards. Assist in problem solving, data analysis, and meeting the needs of both internal and external customers.
 
Responsibilities:
Utilize available data systems to identify all NCR orders and investigate order history for assigned dealers and customers.
Engage Customer Service, Sales, and Dealer resources to document a detailed description of NCR issues, customer expectations, lead-time requirements, etc.
Notify Customer Service and Sales with a recovery plan when items have been backordered. 
Develop a Quality Plan for each NCR and alert Quality Manager at defined points and replacement criteria to escalate NCR sign off level.
Identify and track all pieces on NCR orders through all manufacturing processes.
Inspect and document results as required by Quality plan, including but limited to squareness, length and width, sanding quality, color, Xrite, fit, form, finish, packaging, etc.
Knowledge of standard and special packaging practices and ability to perform such packaging steps as needed.
Ability to relentlessly follow up orders until quality criteria is met and the product is shipped.
Proactively follow-up on all NCR shipments to provide closure and ensure all expectations have been met.
Provide Field Feedback analysis and responses for assigned customers and dealers.
Inspect the quality of raw materials, in-process materials, and finished goods to ensure they meet necessary specifications.
Evaluate procedures and processes to ensure quality controls are done according to standard.
Document and report on quality audits, results, and key metrics to drive continuous improvement activities.
Ensure measurement equipment and quality standards are calibrated or validated and used properly.
Provide training, coaching, and support to operations employees as needed on quality related subjects.
Facilitate quality improvements through investigation, root cause, and corrective action.
Create Quality Alerts, Control Plans.
 
The Quality Tech Specialist - Customer Advocate reports to the Quality Manager.