Quality Customer Protection Specialist

The Quality Customer Protection Specialist is responsible for safeguarding the customer experience by ensuring that vehicle quality concerns are proactively identified, accurately assessed, and effectively resolved. This role strengthens the connection between customer feedback, manufacturing performance, and quality system execution, ensuring alignment with corporate customer quality objectives.

Specific Responsibilities include but are not limited to:

Warranty and Customer Quality Management

• Lead and facilitate SQAM evening market review meetings on the production floor to monitor control implementation, assess warranty-related issues, and challenge the effectiveness of containment actions.
• Monitor and analyze customer quality performance indicators for assigned vehicle programs, identifying trends, emerging risks, and opportunities for improvement.
• Ensure high-severity SQAM issues receive appropriate attention through Red Rabbit verification activities and enhanced control validation.

GIM and Manufacturing Issue Management

• Monitor daily issuance of Global Issue Management (GIM) records and ensure timely assignment and follow-up of manufacturing-related concerns.
• Track claims that have not been properly bucketed, driving the issuance of appropriate GIMs when required.
• Participate in Short Loop and FEW meetings to review GIMs impacting manufacturing operations and plant-detectable issues.

Corrective Action and Containment Governance

• Monitor compliance with e-Post-It issuance requirements and ensure Interim Containment Actions (ICA) and Permanent Corrective Actions (PCA) are appropriately implemented for manufacturing-related warranty concerns.
• Verify issuance of e-Post-It actions for all applicable warranty manufacturing claims and evaluate control effectiveness through ongoing tracking and validation.
• Lead the treatment of Manufacturing Non-Conformities (NCs), ensuring rapid containment, thorough root cause analysis, and sustainable corrective action implementation.
• Manage RSU issuance and follow-up activities to ensure timely completion of required actions.
• Track plant alerts and maintain status reporting to ensure visibility of open concerns and mitigation activities.

Cross-Functional Collaboration

• Partner closely with Quality Engineering, Control Tower teams, Manufacturing Operations, Warranty, and Serial Life Quality organizations to ensure alignment on customer-impacting issues and quality improvement initiatives.
• Drive a culture of accountability, continuous improvement, and customer-focused problem solving throughout manufacturing operations.