Regional Service Quality Engineer - Americas

Regional Service Quality Engineer – Americas

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. Provides directions to all regional team members to ensure complaints and quality-related customer inquiries are addressed on time and in the best way possible to ensure customer satisfaction.

Leads and develops a strategy to reduce service quality complaint rate globally below the set KPI and designs processes to meet quality targets. Evolves the focus on the customer element of Momentive’s culture for service quality.

• 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.
• Works with the Regional Business and functional teams (SC, CS, Logistics) to evaluate and improve processes affecting service quality in line with industry standards.
• Develops and maintains documentation (SOPs, work instructions, quality reports).
• Handles 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.

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.

Preferred for the role:

• Excellent silicone product/application knowledge.
• B.S. Degree in Chemistry, Chemical Engineering, Engineering Process Improvement Experience or Continuous Improvement Certification.
• Lean Six Sigma certification (Green Belt or higher) is a plus.
• Knowledge/Experience about packaging technology.
• Some leadership experience.

Base Pay Range: $84,000 - $122,650

Additional compensation may include incentive or sales variable compensation payments. We offer a total rewards package that includes health, dental & vision insurance, critical illness coverage, optional orthodontia coverage, paid parental leave, short‑term disability with 100% base salary coverage, company‑funded counseling (EAP), 25 days of paid time off plus paid holidays, additional time off with years of service, a 401(k) savings plan with 5% employer match and additional contribution based on years of service, a student debt pay‑off program, professional development programs and courses, wellness programs, and financial education.

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.