Quality Engineer

Quality Engineer - Customer Service (CS)

Full Time

Warren, OH, US

Ultium Cells Overview

Ultium Cells is a joint venture Lithium-Ion Automotive Battery Cell Manufacturing plant between LG Energy Solutions and General Motors. This new construction high-technology plant will have the latest Battery Cell manufacturing technology. The investment in this new business venture represents a commitment of more than $2.3 Billion. It will be among the largest Battery Cell Manufacturing plants in the world. Ultium Cells will produce battery cells for General Motors North American electric vehicle applications.The Ultium cell partners include LG Energy Solutions; the world's largest manufacturer of Automotive Battery Cells in the world and General Motors a global company committed to delivering safer, better and more sustainable ways for people to get around.

Position Description

The role of the Customer Service Quality Engineer is crucial in developing and maintaining Ultium's best practices in customer service. A CSQE's main function is to provide technical support to address issues with products and service.

Job Description

The CSQE is the main point of contact for the customer. The duties and responsibilities of a CSQE revolve around addressing technical product issues at the customer (RMA and failure analysis), leading problem-solving activities with internal teams as response to issues, and tracking plans for improvement. The CSQE will also be responsible for coordinating general engineering support to the customer, external reporting, and general customer requests relating to cell quality.

The CSQE is expected to gain an overall understanding of the manufacturing process and factors affecting overall cell quality delivered to the customer. Proficient understanding of the cell manufacturing process (from material input to manufacturing to shipping) is crucial to responding to issues and related root cause. The CSQE must be willing to continuously expand their knowledge base in the battery industry.

Job Responsibilities

• Engage with internal teams to ensure customer satisfaction and supply engineering support for customer requests on a daily basis
• Manage improvement/corrective action response for customer issues with internal teams
• Escalate customer issues with internal leadership (Director and upper leadership levels) as needed
• Lead calls between customer engineering teams and internal engineering teams
• Track product failures at customer site and report internally as needed
• Oversee customer facing component of line validation (PPAP/APQP/MRR)
• Participate and coordinate customer visits related to engineering needs (Audits, MRR, Documentation review, etc.)
• Report out and support process and design change progress for customer development teams
• Be willing to travel to customer sites to support customer quality needs
• Support the customer complaint and RMA processes in coordination with customer quality representatives and the internal Sales and Marketing Team
• Use practical problem-solving methodologies to troubleshoot and resolve issues at customer line side

Qualifications And Competencies

• Willingness to learn and the drive to ask questions and understand cell manufacturing process is crucial for this role
• Bachelor's Degree in Statistics or Engineering or equivalent industry experience
• Preferred 3 years' experience in customer-facing Engineering or Quality role in a manufacturing or industrial environment
• Proficient in Microsoft applications (Excel, Power Point, etc.)
• Preferred technical experience utilizing Power BI and other data analysis tools to create dashboards and reports
• Bilingual (English, Korean) not required but a plus
• Positive, dedicated attitude and demonstrated effectiveness to meet targets and deadlines
• The willingness and ability to work flexible hours occasionally to support team
• Strong written and verbal communication skills
• Ability to work in a team environment to drive success
• Ability to drive effective Problem-Solving efforts and support the team to implement solutions
• Knowledge of appropriate measures of performance and applicable standards
• Preparation of meaningful reports on work performed and conclusions
• Ability to obtain, understand and apply relevant information
• Ability to use technology for furthering functional competencies

Total Rewards Information:

We offer market-competitive compensation including base pay and incentive compensation opportunities based on the achievement of Company goals.  We offer employees paid time off to refresh and recharge. Our total rewards program is designed to enrich your life at work and includes the following benefits:

• 100% Employer paid Medical, Dental, and Vision
• Generous paid holidays
• Tuition Assistance for continuing education
• Vehicle Discount Program on General Motors branded vehicles
• Communication Stipend for Personal Cell Phone

Ultium Cells LLC is an Equal Opportunity Employer:

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Ultium Cells will only employ those who are legally authorized to work in the United States. This is not a position for which Visa-sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.

Employee may be exposed to or working with hazardous materials and/or hazardous waste. Upon hire, employee will receive initial Environmental training over RCRA, SWPPP, SPCC, and emergency escalation. Annual refresher training will be completed every year after to fulfill the requirements of 40 CFR. Other training to be provided as required.