Regional Service Quality Engineer - Americas

Job 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. Provide directions to all the regional team members to ensure that complaints and quality-related customer inquiries are addressed on time and in the best way possible to ensure customer satisfaction. Lead and develop a strategy to reduce service quality complaint rate globally below the set KPI and design processes to meet Quality targets. Evolve Focus on the Customer Element of Momentive’s culture for service quality. Responsibilities Include: Contributor to the development and execution of the Momentive Regional Quality Strategy for customer-facing objectives. Provides 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 the 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). Handling customer complaints and quality-related customer inquiries to ensure a Focus on the Customer Culture across all functional departments supporting these processes. Responsible for Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints and business as well as highly specialized quality requests to get approval for customer growth projects. Key Metrics for this role are: Safety Performance Service quality complaints Internal Momentive service quality complaints Customer Complaint Closure Time Metrics from monthly global quality report Qualifications: The following are required for the role Bachelor’s Degree or equivalent experience Mentorship experience Demonstrate an effective communication style that builds strong relationships and positively impacts outcomes and decisions. Proven ability to teach, train and motivate others at varying levels in the organization. Ability to work effectively in a matrix organization and in cross-cultural environments often requiring coordination between organizations. Excellent presentation, facilitation and problem-solving skills with all levels of the organization Strong approach to data generation and analysis using Excel and Minitab. Ability to note trends in data and identify/drive improvements to ensure customer satisfaction. Proven strong customer advocate 3+ years’ experience in Production, Supply Chain, Quality, Technology SAP knowledge Excellent communication and interpersonal skills The following are preferred for the role 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) is a plus. Knowledge/Experience about packaging technology Some leadership experience What We Offer: Base Pay Range: $86,000 - $125,950 The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable. Additionally, this role is eligible for incentive or sales variable compensation payments. The amount of these incentives is based on the terms of the Company’s incentive plans, the Company’s financial performance, and/or individual employee job performance. At Momentive, compensation is one part of your overall package. We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations. 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. Additional time off with years of service. 401k savings plan with 5% employer match plus additional contribution based on years of service. Student debt pay-off program. Professional development programs and courses. Wellness programs and financial education. Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries. Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. 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. To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations. #J-18808-Ljbffr