FIELD SERVICE REPRESENTATIVE
Job Title: Field Service Representative
Department: Plant Quality Department
Company / Location: Mobis AL; 1395 Mitchell Young Rd / Montgomery, AL USA (Assigned customer plant or service location)
Reports To: Quality Engineer
Employment Type: Hourly Full-Time / Non-Exempt
About Company:
Minth Group stands as a global leader in the manufacturing of exterior and structural automotive parts. With a workforce of 22,331 employees distributed across four business units and 77 global plants and offices, our operations span three continents and 14 countries. We take immense pride in serving a diverse clientele, encompassing over 70 automobile brands from all over the world.
Job Summary:
Represent Minth at the customer site, support product quality and production continuity, and coordinate rapid containment and follow-up of customer concerns. Maintain accurate field information and support the responsible plant in closing quality issues, reducing customer complaints and repeat issues, and protecting customer satisfaction.
Key Responsibilities:
3 Essential Duties and Responsibilities
3.1 Customer Communication and Relationships
- Maintain regular contact with customer Quality, Production and Incoming Inspection teams; communicate customer requirements and concerns to the responsible Minth teams.
3.2 Field Quality Monitoring and Complaint Reduction
- Monitor product use, fit, appearance and assembly performance at customer sites, including Hyundai OEM plants; identify risks early and coordinate preventive actions with the Quality Engineer to reduce customer complaints and repeat issues.
3.3 Customer Concern Response
- Respond to customer complaints and production disruptions within agreed response times. Record the part number, lot, quantity, defect, location, time and production impact, with photographs or samples as appropriate.
3.4 Containment and Nonconforming Product Control
- Coordinate approved containment, sorting, inspection, rework and replacement activities. Verify inspection criteria, traceability and disposition records, and escalate suspected safety issues or production stoppages immediately.
3.5 Issue Closure and Effectiveness Verification
- Support root cause investigations and 8D responses by collecting field evidence, arranging returned samples and checking corrective action effectiveness at the customer site. Track open actions with plant owners.
3.6 Launch and Change Support
- Support trial builds, launch activities and approved product or process changes; confirm customer-site feedback and help distinguish affected and replacement stock.
3.7 Logistics and Replacement Coordination
- Coordinate with Logistics and the customer on replacement parts, suspect stock identification and packaging concerns to support continuity of supply.
3.8 Reporting and Performance Tracking
- Submit field service reports, complaint logs, containment quantities and costs; track trends and provide timely input for customer quality performance reviews.
3.9 Site Compliance and Other Assignments
- Follow customer-site safety, access, confidentiality and conduct requirements, and complete other tasks assigned by management.
4 Qualifications
Education and Experience
- Associate degree or above in Engineering, Quality or a related field preferred; equivalent relevant experience may be considered.
- At least two years of automotive manufacturing, quality inspection or customer-site service experience preferred.
Technical Knowledge and Skills
- Ability to read drawings and inspection instructions and use relevant measuring tools; familiarity with appearance, fit and assembly inspection.
- Working knowledge of nonconforming product control, traceability, containment and 8D problem solving; familiarity with automotive QMS practices preferred.
- Clear spoken and written English, effective customer communication and ability to coordinate across teams; bilingual capability is a plus.
- Ability to work independently at customer sites, use Excel and prepare accurate reports, and accommodate agreed travel and shift coverage.
5 Core Competencies
- Customer communication and relationship management
- Field risk identification and rapid response
- Action follow-up and cross-functional coordination
- Accurate data recording and reporting
- Accountability, execution and resilience under pressure
6 Decision-Making Authority
Initiate the agreed reporting and containment process within delegated authority. Escalate production stoppages, repeat defects, suspected safety concerns and delays to the Quality Engineer, Plant Quality Manager and relevant customer quality contact. Obtain authorization before accepting liability, approving chargebacks, changing acceptance criteria or committing to product concessions. Product release and disposition must follow the approved process.
7 Key Performance Indicators
Targets, response times and reporting frequency are to be agreed with the manager and aligned with customer requirements.
- Response timeliness: Percentage of customer concerns acknowledged and escalated within the agreed time.
- Containment effectiveness: Completion within the agreed time and number of escapes from contained stock.
- Action follow-up: Percentage of assigned field actions completed on time and corrective action effectiveness checks completed.
- Reporting quality: Timeliness, accuracy and completeness of field reports, traceability records and sample information.
- Customer complaint reduction: Track complaint counts, complaint reduction rate against the agreed baseline and repeat complaint counts, including Hyundai OEM concerns; support customer scorecard targets.
- Service cost control and compliance: Accuracy of sorting and rework cost records, adherence to authorization limits and compliance with site requirements.
8 Working Conditions
- Work at assigned customer sites, including Hyundai OEM plants.
- Provide agreed shift coverage and travel support as required.
- Follow customer-site safety, access, confidentiality and conduct requirements.
Equal Opportunity Employer:
Worldwise Plastics is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.