Quality Coordinator, Novi, MI Back>>

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Perform logging, tracking, submission, and updates status of customer/PDI claims.  Maintain Quality documentation related to customer returns, ensure customer responses are provided on time and entered into applicable formats/online systems.  Monitor quality performance and ensure accurate PPM is assigned and recorded for each claim and overall customer metrics (KPI).  Communicate directly with Customer, coordinate with internal and external parties to manage customer claims status and support safe launch/ongoing production through customer support for all programs.


-Customer Line Claims Coordination
-Understand Customer requirements and company procedures to support customer response activities.
-Receive, file and notify all assigned customer claims to QA department management and relevant other staff.
-Develop and maintain claim status tracking including metrics for internal and external use (weekly/monthly meetings).
-Support containment activities via publication of quality alerts, writing of work instructions and coordination of contract services.
-Continuously monitor status of response to customer claims, follow up with internal and external sources in order to improve responsiveness and timeliness of customer responses.  Escalate delays to management that impact on-time responses.
-Monitor customer claims metrics (KPI’s & PPM) and confirm each claim has accurate and appropriate defects assigned.  -Work with customer to adjust PPM as required including filing formal disputes and/or email/phone call follow up with customer.
-Communicate line claim responses to customer via required formats or systems, update responses and follow to closure with support of QA and other team members as required.
-Verify closure of issues internally as support to customer response including filing of proper documentation and data per customer requirements.

-Support RMA process by issuance of RMA# facilitation of approval process.
-Implementation of TWI in support of internal/external claims including documentation and implementation of work instructions with QA technical support.  Track costs associated with TWI and support submission and approval of cost retrieval.
-Coordinate follow up meetings with internal manufacturing facilities including attending meetings as required/requested.

-Prepare reports to communicate plans and results of Quality Assurance activities.
-Maintain records, documentation and files as needed to support Quality System and customer requirements.
-Attend regular department meetings, irregular meetings and conference calls as needed to support department activities.  Maintain and issue meeting minutes.
-Coordinate and facilitate Customer visits and customer meetings.
-Communicate effectively with individuals outside the organization, representing the organization to customers and other external sources.
-Other activities as required to support department and company requirements.


To perform the position successfully an individual should demonstrate excellent organizational skills, time management, and the ability to communicate cordially and effectively with interdepartmental and intercompany staffs, looks for ways to improve and promote quality as well as with customers via telephone or email.

Reasoning Ability:

The individual should have the ability to solve problems and deal with a variety of variables in situations related to the job duties listed.  Must have strong scheduling, communication, be very organized/process oriented and have time management skills.


The individual must have high school diploma/GED, business certificate and/or associate degree.  Must possess good communication skills and have knowledge of Microsoft Office tools such as Outlook, Excel and Word.  Experience in quality disciplines such as problem solving, product analysis and reporting to customer a plus.  Spanish or Japanese language skill a plus.

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