Customer Quality Manager

About the Role

Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.

Responsibilities

• Enhance awareness of customer expectations by:
• Maintaining a permanent dialogue with quality staff at the customer site
• Participating in periodic quality briefing meetings.
• Constantly communicating customer expectations to site
• Periodically distributing briefing notes to the Group.
• Eliminate line failures, Coordinate cooperation between the site and Customer involved
• Key point for the customer: ensure normal flow very quickly.
• Key points for the site: characterize the problem in the QR PDCAcompleting 5W2H, doing first level analysis and send it to concerned APU
• Speed-up the return of bad parts and if possible good part(s) to be compared with.
• Managing sorting operations (at Customer and on advanced platforms): put in place the needed resources, systematically prepare a detailed instruction sheet, follow the progress of the activity, reporting the time spent for each operation and sorting results.
• PDCA/FTA-LLC: Challenge the logical thinking of the PDCA analysis. If no progress done on PDCA improvement required, inform levels N+x, escalate to Plant QRQC,if necessary, the Product Groups or Business Groups Functional Department concerned (follow escalation process).
• Response time: should the plants fail to respond on time required by the Customer / Valeo, inform levels N+x and, if necessary, the Product Groups or Business Groups Functional Department concerned (follow escalation process).
• Communicate with the Customer:
• React quickly when customers’ contacts become dissatisfied and send information to Valeo sites, escalate if necessary, to the Product Groups or Business Groups Functional Department concerned (follow escalation process).
• Protect the customer by managing sorting operations, implementing surveys, preventive inspections,
• When review of PDCA analysis is requested by the Customer, present the PDCA/FTA-LLC with representatives (ie: APU manager, plant manager) or on behalf of the Product Groups or Business Groups
• Serve as the point of access for customer contacts seeking information or a contact at Valeo (in case of no GRE present at customer location)
• Provide the Product Groups or Business Groups with detailed information about the customer's organization and operating methods.
• Define and communicate to Customer and internally back-up Valeo contacts when not available (ie.: holidays, business trip)
• Support Product Groups or Business Groups, communicating to Customer the issues under Customer responsibility detected on Valeo lines (ie.: damaged packaging, transportation issues)
• Support Product Groups or Business Groups in case of language issue with the Customer
• Assist in development of New Vehicle Programs by:
• Identify with customer, Valeo Plants and Business Warehouse, the planned launches within the next 24 months period
• Identify Valeo products involved in the new projects, including both new parts and carryover components & systems
• Support Project Teams with alignment of Customer Project Milestones, Deliverables, and Terminology.
• Request and use existing Project Key data to support project team and evaluate risks, including Project Manager name, Project Team list, 3P Summary, Master Timing Plan, DFMEA and PFMEA summary, Product / Process Control plan, SPPC tracking sheet, from Valeo sites associated.
• Confirm with Customer and Project Teams, Lessons Learned in current applications / customer plants that could be applied to new launches
• Together with PM Network define Launch Readiness Review Plan, for key milestones. Review in customer plant with the participation of customer SQA / Project Team
• Support trial build reviews at Customer plant, and Valeo Sites where possible, to ensure robust Control Plan, capability, and launch readiness is achieved. (Priority based on new sites / product / technology).
• Where Valeo part is customer interface, ensure that Valeo PM team have considered SPPC application.
• Assist Project Teams reactivity with clarification of open points applying regular communication, using 5W 2H.
• Assist in start of production for new vehicles and modifications by:
• Alerting on any issue which could impact the launch (ie: logistics, mis-handling, assembly recommendations not respected)
• Managing index changes for production line batches and advance stock, in cooperation with the Product/Business Groups.
• Stepping up the implementation of Quality improvement modifications (reminders, follow-up).
• Facilitating communication between contacts at the Automaker site and the Valeo site during new product testing.

However, the Customer Quality Engineer in no way replaces Valeo technical assistants dispatched to the customer site for the launching of a new product. Product Groups or Business Groups assistance could be put in place until customer SOP + 3 months (could be extended 3 months in case of request from Customer or GRE ).

• Help make products easier to assemble and ensure that they are used properly by:
• Informing the customer of the correct conditions of use and of Valeo's recommendations.
• Informing the plants of the actual conditions of use and their evolution.
• Detecting any Non-Conformance in the use of Valeo products at the customer site and immediately informing the customer.
• Participate in measuring Quality by:
• Being informed of customer Quality indicators that apply to Valeo products:
• PPM Line Returns.
• Specific customer indicators.
• Knowing how indicators are measured at the customer site and by keeping Valeo informed of possible changes.
• Knowing customer contacts who process and consolidate Quality data in IT systems, so as to help Valeo sites ensure that their own