Customer Support Engineering

Responsibilities

• Communicates effectively and quickly when plant Quality Concern Notifications (QCNs) are issued
• Ability to present status of issue resolution to plant management team
• Key interface with Quality (at Ford and Supplier).
• Knowledge of supplier's manufacturing process.
• Facilitator for visits from supplier's corporate office.
• Empowered to deploy resources by and from corporate office.
• Understands whether supplier is design responsible.
• Understands what parts are directed tier 2 with Multi Party Agreements or Bailment Agreements in place.
• Knowledge of Specifications / SCs / CCs.
• Provides daily support and ability to cover multiple shifts.
• Participates with Incoming Quality and PVT during investigation of emerging quality concerns
• Follow up daily to ensure the defective parts that were returned to the supplier plant have been delivered
• Effectively cuts issues off at Ford plant.
• Ensures clean cutoff including parts in transit and sitting in trailers at Ford plant
• Verifies certified stock is being used on the line
• Verifies daily that suspect stock is quarantined or shipped back to supplier and not re introduced to the assembly line
• Understands part return process for parts shipped out of Ford assembly plant
• Has appropriate means to test/check parts (functional/visual)
• Effectively drives closure to all issues and communicates status through PCA to affected parties
• Obtains early claims binning ( from PVT daily informs supplier plant (if applicable)
• Handles Stage 1 disputes with IQ.
• Attends IQ Binning meetings (if applicable)
• Supports Bi Weekly Top Supplier Meeting (if applicable)
• Supports daily Plant Quality Meetings (if applicable)
• Communicates concerns to IQ, PVT/VRT, STA if the Ford plant is not handling parts properly
• Has knowledge of the supplier manufacturing processes & poka yokes.
• Is trained in problem solving techniques such as Black Belt, Shainin, Green Belt, Global 8D, 6 panel, etc.
• Attends the VRT meeting every week or as needed.
• Attends the Plant FCPA meeting daily or as needed.
• Attends the VRT ECB binning meetings daily or as requested.
• For additional information on warranty claims, the supplier representative must contact a Resident STA, PVT Engineer or VRT team member.
• Conducts a surveillance audit in the assembly plant for ECB issues and internal Ford assembly plant concern rejects.
• Participates in color harmony meeting when required.
• Obtain Ford plant clean point and verifies that certified stock is being used on the line.
• Follow up with their plant contacts and ensure that 8
  
  Ds are send to the plants on time.
• Representatives should participate with STA & VRT during investigation of emerging ECB with potential supplier manufacturing contribution.
• For warranty returns through the assembly plant, representatives should facilitate warranty parts shipment to the supplier and follow up daily to ensure parts have been delivered.
• Follow up with the supplier plant contacts and ensure that extraordinary actions / 8
  
  Ds are send to the plants on time.
• Representatives should be familiar with all open BSAQ projects & follow up with the Resident STA, PVT Engineer, or VRT team to ensure the BSAQ projects are up to date.
• Representatives should get to know their VRT Leader & VRT team members, & Understand where & when the VRT meetings take place.

• Proficient Microsoft Office Skills
• Excellent Organization Skills
• Excellent Communication Skills
• Presentation and Management Skills
• Prior injection Molding and plastic fabrication knowledge.
• Knowledge of Quality defects on molded component.
• Prior testing and validation software skills
• Prior Wiring Harness Engineering Experience
• Trouble shoot wiring harness problems.
• Knowledge of vehicle electrical Structure
• Engineering blueprints reading and interpretation.
• Demonstrated ability to adapt and learn continuously, clearly establish expectations, and hold others accountable for achieving results, as well as developing and executing strategic plans.
• Embrace resilience – seeing every challenge as a learning opportunity and invitation to grow.
• People willing to share knowledge and experience with others in a commitment to make a group growth bringing balance to it instead of weighting in one…