Regional Service Quality Engineer - Americas

Title Regional Service Quality Engineer – Americas Summary The Service Quality Engineer ensures the highest standards of service quality across all relevant operations (packaging, labeling, customer service, and delivery to customers) by monitoring, analyzing, and improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. The role provides direction to all regional team members to ensure complaints and quality‑related customer inquiries are addressed on time and in the best possible manner to ensure customer satisfaction. This includes leading and developing a strategy to reduce global service quality complaint rates below the set KPI and designing processes to meet quality targets, while evolving a focus on the customer element of Momentive’s culture for service quality. Responsibilities Contribute to the development and execution of the Momentive Regional Quality Strategy for customer‑facing objectives. Provide direction in alignment with the Momentive Global Quality Strategy to all participants involved in the complaints and quality‑related customer inquiry fulfillment process. Work with Regional Business and functional teams (SC, CS, Logistics) to evaluate and improve processes affecting service quality in line with industry standards. Develop and maintain documentation (SOPs, work instructions, quality reports). Handle customer complaints and quality‑related customer inquiries to ensure a focus on the customer culture across all supporting functional departments. Responsible for Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints, business well as highly specialized quality requests to obtain approval for customer growth projects. Key Metrics Safety Performance Service quality complaints Internal Momentive service quality complaints Customer Complaint Closure Time Metrics from monthly global quality report Qualifications Required: Bachelor’s Degree or equivalent experience. Required: Mentorship experience. Required: Demonstrated effective communication style that builds strong relationships and positively impacts outcomes and decisions. Required: Proven ability to teach, train and motivate others at varying levels in the organization. Required: Ability to work effectively in a matrix organization and in cross‑cultural environments often requiring coordination between organizations. Required: Excellent presentation, facilitation and problem‑solving skills with all levels of the organization. Required: Strong approach to data generation and analysis using Excel and Minitab. Required: Ability to note trends in data and identify/drive improvements to ensure customer satisfaction. Required: Proven strong customer advocate. Required: 3+ years’ experience in Production, Supply Chain, Quality, Technology and SAP knowledge. Required: Excellent communication and interpersonal skills. Preferred: Excellent silicone product/application knowledge. Preferred: B.S. Degree in Chemistry, Chemical Engineering, Engineering Process Improvement Experience or Continuous Improvement Certification. Preferred: Lean Six Sigma certification (Green Belt or higher). Preferred: Knowledge/Experience about packaging technology. Preferred: Some leadership experience. What We Offer Base Pay Range: $86,000 – $125,950 – the actual salary offered is determined by factors including education, experience, skill set, and geography. Eligible for incentive or sales variable compensation payments based on the Company’s incentive plans, financial performance, and/or individual employee performance. Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage. Paid parental leave for the birth of a child; adoption and surrogacy reimbursement. Short‑term disability with 100% base salary coverage. Company‑funded counseling (EAP) and assistance finding care for children, parents, or pets. 25 days of Paid Time Off (PTO) plus paid holidays, with additional time off based on years of service. 401(k) savings plan with 5% employer match plus additional contributions based on years of service. Student debt pay‑off program. Professional development programs and courses. Wellness programs and financial education. EEO Statement Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. #J-18808-Ljbffr