Key Responsibilities

• Be the conscious voice of the customer within the organisation, acting as the customer representative on all related activities.

• Ensure customer specific systems (APQP, change management, zero mileage, warranty service, etc) and performance requirements are understood.

• Support customer visits and audits.

• Acknowledge, clarify, and confirm customer quality concerns and introduce containment as necessary. Escalate concerns internally to appropriate management.

• Work with all functions of the organisation, customers, and suppliers to identify the root cause of product non-conformities and performance issues at all stages of the product life cycle.

• Facilitate effective and timely feedback to the customer on concerns, improvement actions, and horizontal deployment.

• Undertake training when identified to improve business capability and allow for changes in technology and quality requirements.

• Execute a quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs).

• Review advance blueprints to determine gage costs and timing.

• Visit Customer sites, write reports, and initiate actions to solve customer problems.

• Work with suppliers on improving quality and conduct internal & external (Supplier) audits and issue reports outlining the results of the audit.

• Develop and initiate methods, procedures, and embedded tests for inspection, testing and evaluation of manufactured products.

• Design forms for recording, evaluation, and reporting quality and reliability data.

• Compile and write training materials and procedures; conduct training sessions for quality related topics.

• Participate in machine/gage prove off evaluations (MSA, R&R + Cpk/Cmk studies, etc.)

• Participate in and support facility quality and manufacturing programs.

• Participate in facility problem solving activities to reduce scrap, increase capability and productivity, taking lead role for all Quality-related problem solving.

• Procure gages required for prototype/production on a timely basis.

• Understand of, and ability to apply SPC.

• Coordinate ISIR and other requirements as necessary to support Stage C new programs and stage D mature programs following AIAG & Customer specifications.

• Co-author PFMEA/Control Plan development in collaboration with x-functional team, ensuring adherence to AIAG guidelines.

• Knows significant environmental aspects of the job and the related operational controls.

Product Safety Responsibilities

• Adhere to the GKN Product Safety Policy and Product Safety Procedure.

• Immediately report PPSI (Potential Product Safety and Integrity) concerns to the Quality Manager in production or the Chief Engineer in development.

Organisational Context

An organisation chart should be attached, showing above, peer to and below this role.

Role Reports to Quality & Risk Manager

Role has a Matrix Report to Regional Customer Quality

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Scope Site

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Key Internal Relationships Local and Regional Functions; including Customer Accounts, Programme Management, Manufacturing Engineering, Value Stream, Supplier, and Field Warranty

Key External Relationships Customers

Qualification and Skills

Formal Qualifications

Essential

University Degree in a technical field or equivalent

Desirable

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Specific Functional Capabilities, Knowledge and Skills Required

Essential

• Effective written and verbal communication skills

• Formal problem solving skills (5WHYs, 8D, fishbone, PPS, etc)

• Experience with core quality tools, including PPAP, DFMEA/PFMEA, PCR and SPC

Desirable

Technical

• Experience working in Quality Function

• Interpretation of drawings and technical specifications (including GD&T)

• Manufacturing process experience

• Experience/training with ISO9001:2016/IATF16949 16949 systems

• Knowledge of customer standards and requirements

• Knowledge of GKN Driveline products and processes

• Experience using analysis tools such as APQP and MSA

• Experience conducting RCFAs (root cause failure analyses) on products

• Lean Principles, Continuous Improvement, or Six Sigma training

• Experience working with product warranties and analysing warranty data

• Experience with warranty management systems

Behavioural

• Is self-aware and aware of others. Recognises what people need and responds flexibly.

• Is positive and proactive; Self-motivated and able to motivate others.

• Values continuous learning and growth; Learns from mistakes and identifies opportunities.

• Takes ownership of actions, performance, and ways of working. Has personal credibility and impact.

• Does the right thing and is constantly looks for better ways to do things. Challenges assumptions and looks for evidence.

• Develops personal objectives that align to company goals. Has clear purpose and CI plan linked to vision.

• Develops performance and provides feedback; mentors and influences others.

• Supports team through changes, ensuring two way communications.

• Constantly develops own performance, focusing on speed, efficiency, and effective execution. Focused on continuous improvement and problem solving.

• Commits to building relationships with customers and colleagues. Works effectively with diverse teams.

• Measures success through the eyes of the customer.

Language Skills (Highlight if Essential or Desired)

Local language - Essential

English - Desired

Travel Requirements

Must be able to travel to customer and supplier sites when needed.

Country Specific Requirements (to be completed if required)

GKN Driveline provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, age, genetic information, pregnancy, or disability.