Customer Quality Engineer

The Customer Quality Engineer (CQE) is responsible for ensuring customer quality requirements are met and for leading the resolution of customer quality issues across the product lifecycle. This role serves as the primary quality liaison between customers and internal crossfunctional teams, driving root cause analysis, corrective actions, and continuous improvement initiatives. The CQE plays a critical role in maintaining customer satisfaction, compliance with quality standards, and sustained product and process performance.

Essential Job Responsibilities

Customer Quality & Issue Management

• Lead customer quality issue resolution, including driving compliance to our QMS and utilization of ETQ and owning final response and closure of RCA.
• Manage customer claims, quality concerns and complaints by ensuring timely containment, RCA, PA verification, response and closure.
• Act as the escalation point for highseverity or critical customer issues, internal or external, to support overall customer satisfaction.
• Ensure all customerspecific requirements are clearly understood, documented, and integrated into internal processes and represent voice of customer for related MOC.
• Serve as thegatekeeper in Customer Feedback (ETQ) process, with authority to review, accept, prioritize, and close customer quality requests, including validation of root cause completion and effectiveness, authorize theimplementation and verification of corrective action countermeasures, ensuring actions are effectively executed, validated, and sustained to resolve customer quality issues.

Root Cause Analysis & Corrective Action

• Lead structured problemsolving activities using recognized methodologies or customer specific required methodologies (e.g., 8D, 5 Whys, Fishbone, Is Is Not).
• Coordinate crossfunctional teams to investigate internal and external nonconformances.
• Ensure root causes are evidence-based and corrective and preventative actions address systemic failure modes.
• Ensure corrective and preventive actions are implemented with the highest sense of urgency and focused to be robust, effective, and sustainably implemented, including for similar technologies or processes.
• In collaboration with the regional cluster quality leader, ensure that RCA findings are shared with applicable PPG sites for lesson learned to ensure risk of similar occurrence is properly addressed at other PPG locations.

Customer Communication & Relationship Management

• Serve as the primary point of contact for customer quality issues in the field and represents PPG professionally during customer reviews, meetings, and audits.
• Provide clear, timely, and professional communication regarding issue status, risks, and resolution plans to manage customer expectations during investigations, escalations, and recovery activities

• Build and sustain collaborative working relationships with customer plant leadership as well as engineering organizations who support quality and production processes.
• Proactively identify potential quality risks and coordinate preventive actions aligned with the PPG plant quality management system.

Quality Systems, Standards & Audits

• Promote compliance with applicable quality management system requirements, including customerspecific requirements (CSRs) and IATF standards and PPG internal standards(APQP, FMEA, LPA).
• Lead customer specific audits with support of QA manager for customers in escalation status.
• Drive continuous improvement initiatives to reduce complaint rates and improve overall quality performance using a data drive approach.

• Partner with Manufacturing, Process Engineering, Supply Chain, Sales, Planning, Technical Laboratories, and Customer Service teams to resolve issues and implement improvements to continuously improve customer satisfaction as reported on customer scorecards.
• Support packaging, handling, storage, logistics, and transportation quality initiatives as required.

Key Performance Indicators (KPIs)

• Number and severity of customer complaints
• Repeat complaint rate
• Timeliness and effectiveness of root cause analysis and corrective actions
• Open and pastdue customer action items
• Customer satisfaction feedback and performance scorecards

Required Qualifications

• Bachelor's degree in Engineering, Quality, or a related technical discipline, or equivalent experience.
• Experience in technical development, customer quality, manufacturing quality, or automotive engineering.
• Demonstrated knowledge of problemsolving methodologies and quality tools.
• Ability to manage multiple priorities in a fastpaced, customerfocused environment.
• The person who will be successful in this role is comfortable driving cross-functional teams without direct authority while creating an atmosphere of collaboration, respect, and a continuous improvement.
• Strong judgment and decision making skills, with the ability to evaluate data, assess risk, and make sound, timely decisions in a customer facing environment.

Preferred Qualifications

• Automotive industry and coatings experience.
• Working knowledge of IATF 16949.
• Experience supporting customer and thirdparty audits.

Working Conditions & Travel

• Office and manufacturing floor environment.
• 10-15% travel may be required to customer or supplier locations.

Sobre nos:

PPG: PROTEGEMOS E EMBELEZAMOS O MUNDO

Por meio da lideranca em inovacao, sustentabilidade e cor, a PPG ajuda clientes dos mercados industrial, de transporte, produtos de consumo e construcao, assim como do setor de pos-vendas, a melhorar mais superficies de mais maneiras do que qualquer outra empresa. Para saber mais, visite www.ppg.com e siga @PPG no X.

The PPG Way 2030

Somos defensores dos nossos clientes

Proativos. Ousados. Confiaveis. Tudo o que fazemos comeca com nossos clientes. Ouvimos,

agimos rapidamente e nao paramos ate resolver seus maiores desafios. Quando nossos

clientes vencem, todos nos crescemos.

Agimos com proposito e rapidez

Ageis. Orientados por dados. Empoderados. Assumimos riscos inteligentes para nos mantermos a frente da concorrencia. Trabalhamos de forma proativa e agil, utilizando dados de qualidade para desenvolver solucoes que geram valor.

Somos excelentes executores

Produtivos. Colaborativos. Responsaveis. Independentemente do nosso papel,

identificamos problemas, assumimos a responsabilidade e sempre trazemos solucoes.

Somos proativos e responsivos para impulsionar a melhoria continua e entregar resultados.

Apoiamos nossos profissionais da linha de frente - o rosto da PPG para nossos clientes.

Competimos para vencer

Focados no futuro. Determinados. Ambiciosos. Somos apaixonados por expandir nossos

negocios e vencer juntos com nossos clientes. Entregamos resultados, adotamos novas

tecnologias e usamos agilidade e velocidade como vantagens estrategicas.

Somos PPG orgulhosos

Fortes. Unidos. Apaixonados. Trabalhamos com seguranca, agimos com integridade e valorizamos nossas perspectivas diversas. Celebramos conquistas e nos orgulhamos do impacto positivo que criamos juntos para proteger e embelezar o mundo.

Na PPG, utilizamos IA no processo de contratacao para torna-lo mais eficiente. As ferramentas de IA nao tomam decisoes de contratacao. Voce pode saber mais acessando https://careers.ppg.com/us/en/candidate-resources.

A PPG oferece igualdade de oportunidades a todos os candidatos e colaboradores. Oferecemos a oportunidade de crescer e desenvolver sua carreira em um ambiente que proporciona um local de trabalho gratificante para os funcionarios, cria um ambiente de aprendizado continuo e valoriza as ideias e a diversidade dos outros. Todos os candidatos qualificados receberao consideracao para emprego sem distincao de sexo, gravidez, raca, cor, credo, religiao, origem nacional, idade, deficiencia, estado civil, condicao de veterano, orientacao sexual, identidade ou expressao de genero.

Se voce precisar de algum ajuste devido a uma deficiencia, por favor envie um e-mail para recruiting@ppg.com.

As faixas salariais e os beneficios da PPG podem variar conforme a localizacao, o que nos permite compensar os funcionarios de forma competitiva em diferentes mercados geograficos. A PPG considera varios fatores ao tomar decisoes de remuneracao, incluindo, mas nao se limitando a, habilidades, experiencia e treinamento, qualificacoes e educacao, licencas e certificacoes, alem de outras necessidades organizacionais. Outros incentivos podem ser aplicados.

Nossos programas de beneficios aos funcionarios sao projetados para apoiar a saude e o bem-estar dos nossos colaboradores. Quaisquer coberturas de seguro e beneficios estarao de acordo com os termos e condicoes dos planos aplicaveis e dos documentos reguladores associados.Os beneficios serao discutidos com voce pelo seu recrutador durante o processo de contratacao.

A PPG valoriza seu feedback sobre nosso processo de recrutamento. Incentivamos voce a visitar Glassdoor.com e deixar sua opiniao sobre o processo.