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The Customer Quality Liaison serves as the primary interface between the manufacturing facility and key OEM customers on all quality related matters. This onsite role is responsible for managing customer quality concerns from initial containment through root cause resolution, ensuring deliverables meet or exceed customer quality requirements, and building trusted relationships with customer quality representatives. The position requires deep fluency in commercial vehicle manufacturing processes, quality systems, and customer-specific requirements including PPAP, APQP, and 8D problem-solving methodologies.
Customer Interface & Relationship Management
- Serve as point of contact for DTNA
- Facilitate regular customer quality review meetings, scorecards, and performance updates
- Maintain and grow relationships with customer supplier quality engineers (SQEs) and quality leadership
- Proactively communicate quality performance trends, risks, and improvement initiatives to customer stakeholders
Complaint Management & Problem Resolution
- Work with CVG Manager for Complaint Management Process.
- Support 8D, 5-Why, Fishbone, and Is/Is Not analysis for customer-reported nonconformances
- Coordinate cross-functional teams including Engineering, Production, and Supply Chain to resolve quality Issues.
- Ensure corrective actions are validated, sustained, and documented to prevent recurrence
Quality Systems & Compliance
- Monitor and report on key quality metrics: PPM, warranty returns, customer scorecards, and internal defect rates
- Participate in customer audits, layered process audits (LPA), and plant walkthrough readiness
Onsite Manufacturing Support
- Partner with DTNA & CVG to identify and contain in-process quality issues as needed.
- Support new product launches with special focus on customer-identified critical and significant characteristics
- Champion a culture of quality and continuous improvement.
Reporting & Documentation
- Prepare and deliver weekly/monthly quality reports for CVG Manager & DTNA
- Maintain accurate records in the quality management system (QMS) and customer-specific portals
- Track open corrective action items to closure with documented evidence
- Bachelor's degree in Engineering, Manufacturing, Quality Management, or related technical field; equivalent experience considered
- 3+ years of quality engineering or quality liaison experience in a Tier 1 or Tier 2 automotive/commercial vehicle manufacturing environment
- Working knowledge of IATF 16949, ISO 9001, and customer-specific requirements (CSRs)
- Proven ability to read and interpret engineering drawings, GD&T, and component specifications
- Strong data analysis skills; proficient in Excel, Minitab, or equivalent statistical tools
- Excellent written and verbal communication skills with demonstrated experience in customer-facing roles
- Experience supporting OEM customers such as PACCAR, Daimler Trucks, Navistar, or Volvo/Mack
- ASQ Certified Quality Engineer (CQE) or Six Sigma Green/Black Belt
- Hands-on experience with 8D, APQP, PPAP, FMEA, control plans, and MSA
- Familiarity with commercial vehicle seating, chassis, cab, or structural component manufacturing
- Experience with Lean Manufacturing tools: VSM, kaizen, 5S, OEE, takt time
- Bilingual English/Spanish a plus for facilities with US-Mexico operations
