Customer Quality Liaison
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Job Description
Customer Quality Liaison role managing client quality concerns and ensuring compliance in commercial vehicle manufacturing. Engaging with OEMs and internal teams to resolve issues and improve processes.
Responsibilities:
- Serve as the primary interface between the manufacturing facility and key OEM customers on all quality-related matters.
- Manage customer quality concerns from initial containment through root cause resolution.
- Ensure deliverables meet or exceed customer quality requirements.
- Build trusted relationships with customer quality representatives.
- Facilitate regular customer quality review meetings, scorecards, and performance updates.
- Maintain and grow relationships with customer supplier quality engineers (SQEs) and quality leadership.
- Proactively communicate quality performance trends, risks, and improvement initiatives to customer stakeholders.
- Work with CVG Manager for Complaint Management Process.
- Support 8D, 5-Why, Fishbone, and Is/Is Not analysis for customer-reported nonconformances.
- Coordinate cross-functional teams including Engineering, Production, and Supply Chain to resolve quality Issues.
- Ensure corrective actions are validated, sustained, and documented to prevent recurrence.
- Monitor and report on key quality metrics: PPM, warranty returns, customer scorecards, and internal defect rates.
- Participate in customer audits, layered process audits (LPA), and plant walkthrough readiness.
- Partner with DTNA & CVG to identify and contain in-process quality issues as needed.
- Support new product launches with special focus on customer-identified critical and significant characteristics.
- Champion a culture of quality and continuous improvement.
- Prepare and deliver weekly/monthly quality reports for CVG Manager & DTNA.
- Maintain accurate records in the quality management system (QMS) and customer-specific portals.
- Track open corrective action items to closure with documented evidence.
Requirements:
- Bachelor's degree in Engineering, Manufacturing, Quality Management, or related technical field; equivalent experience considered
- 3+ years of quality engineering or quality liaison experience in a Tier 1 or Tier 2 automotive/commercial vehicle manufacturing environment
- Working knowledge of IATF 16949, ISO 9001, and customer-specific requirements (CSRs)
- Proven ability to read and interpret engineering drawings, GD&T, and component specifications
- Strong data analysis skills; proficient in Excel, Minitab, or equivalent statistical tools
- Excellent written and verbal communication skills with demonstrated experience in customer-facing roles
- Preferred Qualifications: Experience supporting OEM customers such as PACCAR, Daimler Trucks, Navistar, or Volvo/Mack; ASQ Certified Quality Engineer (CQE) or Six Sigma Green/Black Belt; Hands-on experience with 8D, APQP, PPAP, FMEA, control plans, and MSA; Familiarity with commercial vehicle seating, chassis, cab, or structural component manufacturing; Experience with Lean Manufacturing tools: VSM, kaizen, 5S, OEE, takt time; Bilingual English/Spanish a plus for facilities with US-Mexico operations.
Benefits:
- None specified
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