Customer Service Quality Assurance Manager

hace 3 días

Ramos Arizpe, Coahuila de Zaragoza, México Borgwarner A tiempo completo
About the Role

We are seeking a highly skilled Customer Service Quality Assurance Manager to join our team at BorgWarner. As a key member of our organization, you will be responsible for ensuring that our products meet the highest quality standards and exceed customer expectations.

Key Responsibilities
  • Maintain control and answer on time every single customer issue, serving as the primary point of contact for all quality-related matters.
  • Develop and maintain effective communication with internal and external clients to ensure seamless collaboration and achieve mutual objectives.
  • Cascade customer-specific requirements to cross-functional teams and convert them into actionable deliverables for the plant.
  • Foster a culture of continuous improvement by implementing efficient processes, reducing waste, and promoting Six Sigma methodologies.
  • Lead and manage 8D problem-solving exercises, ensuring timely resolutions to customer complaints and driving root cause analysis.
  • Monitor and analyze quality Key Performance Indicators (KPIs) in collaboration with the Cross-Functional Team, identifying areas for improvement and implementing corrective actions as needed.
  • Manage Return Material Authorization (RMA) processes, sorting costs, and customer location clean points, highlighting program quality risks and their escalation.
Requirements
  • A minimum of 5 years of experience in a similar role, preferably in the automotive industry.
  • Proven knowledge of the APQP process and its application in an Automotive OEM environment.
  • Understanding and practical experience with multiple mechanical measurement techniques, including CMM, round scan, contour graph, surface roughness m/c, and plug/thread gauges.
  • Six Sigma and Lean Green or Black Belt training is highly desirable.
  • Leadership and negotiation skills, with experience in core tools, special characteristics management, and problem-solving tools like 8Ds and Ishikawa.
  • Familiarity with customer-specific requirements, Quality Systems (ISO, IATF, VDA), and medium-level GD&T.
  • Prior experience with SAP (QM module) and IMDS systems is an advantage.
  • Excellent communication and negotiation skills, with the ability to build consensus and sell ideas across various levels of the organization.
Salary and Benefits

We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits such as health insurance, retirement plan matching, and paid time off.

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