Customer Relationship & Company Image Management
- Manage and safeguard the company's image and reputation at assigned Customer locations, acting as an on-site representative of the organization.
- Interface with Customer management at each location, including Quality, Materials, Engineering, and Warranty functions, to represent the company's interests and maintain strong working relationships.
- Serve as the key point of contact between the Customer and the company, building and maintaining strong, professional working relationships with Customer quality, plant, and supply chain personnel.
- Facilitate communication between the local plant and the Customer, ensuring information flows accurately and promptly in both directions.
- Participate in Customer scorecards, business reviews, and quality meetings; prepare reports and presentations summarizing performance and improvement actions.
- Actively participate in Customer quality improvement plans, contributing input and tracking progress on shared action items.
Quality Performance Monitoring & Reporting
- Monitor and report on company quality performance (e.g., PPM, containment effectiveness, response timing) at Customer plants, escalating trends or concerns as required.
- Document and communicate daily quality problems, rank them by severity/priority, and escalate to the Senior Quality Manager as needed.
- Become an expert on Customer quality measurement systems; monitor performance against these systems and report results as needed.
- Manage the Tier 1 Customer defect collection system, ensuring data is accurate, current, and properly utilized for reporting and trend analysis.
- Document and issue weekly quality and performance reports to all levels within the company.
- Ensure adherence to applicable quality management system requirements (e.g., IATF 16949) and company policies and procedures.
Team Leadership & Supervision
- Supervise, coach, and develop a team of salaried Customer Quality Ambassadors, including scheduling, workload distribution, performance management, and training.
- Manage the on-site Quality Ambassador function at each Customer location and arrange coverage for absences to ensure continuous representation.
- Recruit and train onsite Quality Ambassadors to ensure the team is fully staffed and equipped to represent the company effectively.
- Support new program launches and part introductions by ensuring quality ambassador coverage and readiness at Customer locations.
- Participate in APQP activities and support the New Model Introduction (NMI) team to ensure smooth launches at the Customer.
Problem Resolution & Corrective Action
- Facilitate rapid containment and root-cause problem resolution by coordinating communication and action between the Customer, on-site Quality Ambassadors, and local manufacturing plants.
- Lead or support the review of customer complaints, concerns, and corrective action requests (e.g., 8D, 5-Why), ensuring timely and effective response.
- Facilitate the return of defective product to the plants for investigation, providing support to the plant team as needed.
- Manage third-party onsite sorting activities to minimize cost and damage to the company.
- Champion continuous improvement initiatives and drive corrective/preventive actions back into the local plants to prevent recurrence.
Customer Requirements & Compliance
- Understand, interpret, and communicate customer-specific requirements (CSRs) to plant quality, engineering, and operations teams; verify ongoing compliance.
- Audit and observe Customer processes to understand and protect the company's interests.
Travel & General Duties
- Visit Customer locations frequently to maintain visibility, monitor performance, and strengthen relationships.
- Travel to Customer sites and local plants as required to support the team and maintain Customer relationships.
- Perform other duties as assigned by the Quality Manager or senior leadership.
- Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
This job description is intended to describe the general nature and level of work being performed by employees assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties, responsibilities, and activities may change, or new ones may be assigned, at any time with or without notice, in accordance with operational needs and applicable Ontario employment standards legislation.
Scope/Dimensions:
- Direct reports: 6-10 OE and Tier 1 / 2 Customer Onsite Quality Ambassadors throughout North America
- The Quality Ambassador Team Leader interacts regularly with the multiple internal departments, including: Commercial, Engineering, Business Assessment, Operations, Supply Chain, New Model Development, Finance
- This position regularly interacts with external customers, as well as third party suppliers / vendors
Top 3 Competencies Needed for Success in the Role:
- Customer Focused: Ensures that the customer perspective is the driving force behind business decisions and activities
- Engages and Inspires Others: Fosters a culture that makes people feel valued and respected
- Influential: Presents recommendations in a logical manner that are aligned with business priorities and is able to persuade stakeholders to take actions that will advance shared interests and business goals
Working Conditions
- Primary work is performed at Customer facilities and/or local manufacturing plants, with some office-based work.
- Exposure to a manufacturing plant environment, including plant floor conditions (noise, temperature variation, PPE requirements) when visiting production areas.
- Regular local travel between Customer sites and plants; including travel outside the immediate region.
- May require flexibility in working hours to support Customer schedules, launches, or urgent quality issues.
Qualifications Required:
- Post-secondary diploma or degree in Engineering, Quality Management, Business, or a related technical field, or equivalent combination of education and experience.
- Minimum 5 years of experience in a quality role within a manufacturing environment
- Minimum 2 years of experience leading, supervising, or mentoring a team
- Working knowledge of automotive quality core tools (PPAP, APQP, FMEA, SPC, MSA) and structured problem-solving methodologies (8D, 5-Why, A3).
- Familiarity with IATF 16949 and customer-specific requirements (CSRs) for major automotive OEMs.
- Strong verbal and written communication skills, with the ability to interact confidently and professionally with Customer representatives at all levels.
Demonstrated leadership, coaching, and conflict-resolution skills
