American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to customer satisfaction, integrity, teamwork, and excellence.
We are on a journey to encourage an inclusive Woodmark, and are taking meaningful actions to promote diverse representation across every part of the business. Together, every team member contributes to making American Woodmark a place where people can express who they are through what they do.
POSITION PURPOSE:
The Customer Quality Engineer will support organizational Quality initiatives to assist Sales, Marketing, Engineering and Manufacturing to drive continuous improvement of the customer experience.
IDEAL CANDIDATE PROFILE:
To perform this job successfully, an individual must be able to excel at the essential functions assigned. The requirements listed below are representative of the knowledge, skill and ability required.
Experience
* Minimum of 3 years of manufacturing experience or quality engineering experience
* Experience with conducting capability studies, Gauge R-R, and print reading a plus
* Experience with Six Sigma and lean methodologies a plus
* Track record of successful project management and completion
* Demonstrated problem solving skills through analytical and creative thinking
* Experience with creating Standard Operating Procedures, One-Point Lessons and other types of training documents
* Experience with developing and managing scorecards that supports customer experience
Skills
* Must be skilled in statistical process control techniques, continuous improvement practices and process analysis
* Excellent personal computer skills in a network environment; Microsoft products experience required
* Able to use customer feedback to drive permanent corrective actions through team environment or as an individual contributor
* Strong planning, time management, and prioritization skills
* Must operate efficiently and effective within a team environment with the ability to flex and adapt as needed
Education
* Undergraduate degree in Quality, Engineering, Business or related discipline
ESSENTIAL FUNCTIONS:
* Collaborates with plant Quality Managers and Engineers to discuss and resolve product quality issues raised by the customer
* Participates in product quality planning and process control development based on customer's specifications and requirements
* Executes testing and activities to support damage reduction, benchmarking, and product improvement activities
* Identify root causes for poor product quality as reported through store returns data including damages, defectives, and markdowns
* Collaboration with The Home Depot and Lowe's Quality Engineers to initiate and complete customer corrective action requests including but not limited to CAPAs, SCARS, and Supplier Scorecards
* Lead corrective action meetings to develop and implement solutions within manufacturing that address customer corrective action requests
* Use of project management tools to successfully complete continuous improvement projects on time
* Track customer experience improvement initiatives and issues a monthly progress report on actions completed
* Conduct audits and utilize data analytics to identify sources of poor quality and proactively develop and implement preventive actions
* Develops specifications, SOPs, OPLs, and training to sustain customer corrective actions that have been implemented within the manufacturing plants
* Collaboration with the kitchen and bath product improvement teams to support product quality improvements projects that eliminate the root causes of poor customer experiences while simultaneously improving star ratings
* Participate in new product launches/pilots to identify causes of quality escapes and develop and implement preventative actions
* Collect data and conduct analytics to develop customer experience reports
* Provide guidance, coaching and lead activities that will foster and develop a strong quality culture
* Build relationships and influence within the team and business
* Actively lead or participate on assigned teams and work autonomously at times
* Conduct work activities within the framework of the company vision
* Perform other duties as directed
* Supervisory Responsibilities:
* Typically, this position does not have supervis