Job Overview

Reporting to the Quality Manager, incumbent will work with cross functional teams to create a service model for Customer Complaint resolution to support all required compliance initiatives. Main focus of this role is to champion customer related quality activities ensuring the established systems satisfy internal and customer specifications and regulatory requirements.

Job Dimensions

Process: Quality system improvement

Customer: Site leadership teams and all personnel

Principal Accountabilities

• Establish and maintain sound relationships with QM, quality teams and cross functional personnel
• Engage with CAM (Customer Service), operations, IT and engineering personnel to identify system and compliance gaps with proposed resolutions
• Work with operations and other teams to investigate and determine corrective actions related to customer complaints
• Works very closely with commercial teams and Account Managers on customer related issues
• Ensure that quality systems satisfy and meet at all times all customer specifications, internal and regulatory requirements (ISO, GMP, FDA)
• Participate in internal and customer related quality activities
• Engage in customer and third party visits and audits
• Responsible for investigating and implementing corrective actions related to customer audit findings
• Review customer specifications and sign off
• Develop quality control plan for products as required
• Demonstrate quality performance by trending and tracking
• Analyze data and present to the site management teams to identify quality improvement projects and focus areas
• Reduce internal quality issues to meet and exceed set targets
• Engage in risk assessment process; identification, control and management utilizing risk assessment tools such as FMEA
• Support new product and line launches by working with Sales and Marketing, Engineering and Product Development
• Establish a comprehensive service model for customer complaint resolution
• Participate in CAPA steering committee and lead assigned CAPA and continuous improvement activities.
• Utilize Six Sigma tools and participate in Kaizen events to create improvement and permanent positive change.
• Engage personnel in problem solving and risk assessments
• Champion, facilitate, participate in projects as assigned
• Follow Amcor policies and procedures at all times with ethical behaviour that delights co-workers, suppliers and other interacted parties
• Work safe and encourage all employees to work safe as well
• Communicate immediately quality issues that bear high risk to the business and customer
• Treat all co-workers with respect and integrity, valuing inputs and feedbacks
• Ensure best practices are identified and shared among Amcor sites
• Identify and communicate effective and efficient risk elimination/mitigation models practiced at Amcor sites
• Meet and exceed target of customer credit dollars
• Meet Customer Complaint closure rate of 95% within 30 calendar days
• Decrease number of customer complaints to meet and exceed current target
• 100% safety record

Knowledge and Experience

• 3+ years relevant working experience in Quality
• Previous experience in operations, process engineering and/or process control preferred
• Knowledge and hands on experience in implementing and maintaining quality system standards (ISO 13485 and ISO 9001)
• Knowledge of the packing industry is preferred
• Knowledge of Medical Device and Pharmaceutical packaging is preferred
• Knowledge of Quality System Software and Quality Engineering tools
• Experience with Lean Manufacturing, Six Sigma processes and tools is preferred

Education and Certifications

• University degree in Engineering; Industrial or Packaging Engineering degree
• Six Sigma Green Belt; Certified Quality Engineer through ASQ preferred
• Strong computer skills in Excel, Word, PowerPoint, Minitab & Lotus Notes

Compensation
The starting salary for this position is expected to be between $112,800 to $155,100 depending on job-related knowledge, skills, and experience. Base pay information is based on national averages and a geographic differential may be applied based on work location. Position may also be eligible for Amcor's Management Incentive Plan / Sales Incentive Plan, which is an annual bonus program based on business and individual performance, as well as medical coverage and other health and welfare benefits.The salary range provided reflects the anticipated starting salary base pay for this role at the time of this posting and does not necessarily reflect full earning potential over the course of employment. This range is applicable to positions performed in jurisdictions with pay transparency requirements, including CA, CO, CT, HI, IL, MD, MA, MN, NV, NJ, NY, RI, VT, WA, Washington DC, as well as remote roles that may be performed in these locations. Compensation for roles performed outside of these jurisdictions may vary. The Company reserves the right to modify this range at any time.

Benefits

When you join Amcor, you will have access to a comprehensive benefits and compensation package that includes:

• Medical, dental and vision plans
• Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
• Company-paid holidays starting at 8 days per year and may vary by location
• Wellbeing program & Employee Assistance Program
• Health Savings Account/Flexible Spending Account
• Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
• Paid Parental Leave
• Retirement Savings Plan with company match
• Tuition Reimbursement (dependent upon approval)
• Discretionary annual bonus program (initial eligibility dependent upon hire date)