Corporate Customer Service Manager

Job content

Join AGP to be part of a multinational group that dreams big and is in constant growth. We work with world-class technology and innovative glazing solutions, reaching places others have not even imagined.

As the Corporate Customer Service Manager you will assure that the development and plant teams deliver Customer Satisfaction align with AGP standards.

You will integrate the customer requirements into the AGP methodologies and tools. Also, this position will be the voice of the customer from the development phase onwards., leading the transversal application into programs and re-use of the plant- and project quality lessons learned across all plants and programs.

The position reports to the Corporate Quality Senior Manager, who reports to Quality & NewModels Introduction VP.

Responsibilities

• Represent AGP in key customer quality performance and escalation meetings supporting the programs and the plants organizations to ensure that AGP delivers to requirements
• Develop customer satisfaction analysis and define improvement actions with the development and plant organization. Contribute to the Customer voice monthly reporting
• Ensure that all programs and plant teams are informed of the Customer Quality requirements and their updates
• Preparation of the plants for new customers, e.g. visits, assessments, audits, Run at Rates etc.
• Develop and deploy customer specific training modules for the Customers development system and associated quality tools , methods and assessments
• In case major customer complaints or internal complaints have incurred supervise the 8D problem solving process to meet the customer’s expectations, including containment
• With the plant Quality Managers analyze key plant quality metrics such as ppm, warranty, CNQ, customer complaints and supervise plans to consistently improve key plant quality metrics
• Contribute in the Group‘s continuous improvement process more particularly to the quality maintenance pillar within TPM. Develop analytical and statistical techniques to problem solving and continuous improvement opportunities
• Supervise the correct application of the customer product/process approval procedure and APQP procedure/documentation by project team and the Plant
• Ensures that the product and process FMEA’s and control plans are correctly performed and regularly reviewed
• Lead Kaizen teams on key quality subjects; scrap, customer ppm, cost of (non) quality
• Collect lessons learned and capitalize, contribute in AGP becoming a learning organization.

Qualifications

• Educational attainment equivalent to a Master’s degree in Quality, Engineering, Management, or a related technical or scientific field.
• Fluent in English and German
• 5-10 years of relevant Quality management experience at first tier OEM suppliers, preferable in automotive glass industry