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Customer Quality and Process Improvement Specialist
2 months ago
ML6 Search + Talent Advisory is seeking a highly skilled Customer Quality and Continuous Improvement Specialist to join our client's growing team in Burlington. This role will drive continuous improvement and implement group and plant corrective and preventative actions (CAPA) to reduce customer complaints and improve customer satisfaction.
Key Responsibilities- Customer Complaint Management: Manage customer complaints, liaise with the department responsible for the defect, Customer Service Leads, and the customer directly.
- Root Cause Analysis: Perform root cause analysis (RCA), provide 8D and investigation summary reports.
- Customer Communication: Respond to customer requests for information and completion of customer questionnaires.
- Quality Representation: Represent the Quality department and support Technical Service Representatives during customer site visits for troubleshooting issues or line trials.
- Internal Audits: Support internal audits with direct responsibility for commercial/customer audits.
- Process Improvement: Create/revise work instructions based on quality improvement initiatives.
- Continuous Improvement Initiatives: Plan, lead and support continuous improvement initiatives and Kaizen events based on waste elimination.
- Quality Performance Data Analysis: Gather and analyze quality performance data utilizing Qlikview, Real SPC, Excel and other tools.
- Process Efficiency: Identify process inefficiencies and execute process improvement projects.
- Project Tracking: Track and communicate projects for visibility across the plant and teams.
- Group CAPA and Cluster Initiatives: Drive Group CAPA and Cluster initiatives.
- Best Practices: Create and implement best practices for each respective area and share with other teams.
- Standardization: Drive standardization activities in the plant (e.g. production, processes, office).
- Training and Development: Train others internally in Continuous Improvement Tools and Methods.
- 5S Systems: Implement and support 5S systems via monitoring and audits.
- Lean Tools: Support the organization in the deployment of Lean tools (e.g. waste/non value added elimination, 5S, SMED, value stream mapping, layout improvements, cycle time studies, standard work documentation etc.).
- Health and Safety: Ensure that all work undertaken is carried out safely and without injury.
- Education: B. Sc. in Industrial, Mechanical Engineering, Manufacturing Engineering/Technology and/or Quality Assurance/Management.
- Certification: Black Belt certification in LEAN/DMAIC methodologies from an accredited provider an asset.
- Experience: A minimum of 3 years of experience in a fast-paced, manufacturing environment with a plastics background preferred.
- Skills: Demonstrated experience in Lean Manufacturing, Quality Principles, 5S, best practices, process documentation and standard work documentation.
- Project Management: Minimum 2 years of project management experience.
- Travel: Ability and willingness to travel within Canada and Internationally.
