Customer Service Quality Engineer

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:

Do you thrive in a fast-paced, diverse manufacturing environment? Are you looking for a unique and challenging opportunity? Then consider the role of the Customer Service Quality Engineer who is crucial in developing and maintaining Ultium’s best practices in Customer Service. This role requires someone that is a team player, results oriented, excellence driven, has strong work ethics and integrity. A CS QE main function is to think strategically take ownership of escalated customer issues and following issues through to resolution.

Job Description:

The duties and responsibilities of a CS QE 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 CS QE will also be responsible for coordinating general engineering support to the customer, external reporting, and general customer requests relating to cell quality.

A CS QE 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 CSQ PL must be willing to continuously expand their knowledge base in the battery industry.

Job Responsibilities:

• Partner with Senior Leadership and Sales teams.

• Lead initiatives to ensure exceptional customer experience.

• Develop and implement Customer Service policies and procedures.

• Develop thorough product knowledge with ability to transfer information to team.

• Manage complex and escalated customer complaints and service issues.

• Plan, prioritize, and delegate work tasks to optimize workflow.

• Develop and maintain Customer Service performance metrics.

• Serve as a liaison between customer, manufacturing, and sales team.

• Adhere to and manage the approved budget

• Encourage team members to look for opportunities for process simplification and improvements

• Ability to multi-task, requiring solid time management and organizational abilities

• 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

• Coordinate efforts with sales management, production, finance, engineering, and technical service groups

• Manage and coordinate the Customer Complaint and RMA (Returned Material Authorization) processes with input from customer quality representatives, manufacturing teams and the internal Sales and Marketing Team

• Use practical problem-solving methodologies to troubleshoot and resolve issues at customer line side

Qualifications and Competencies:

• Bilingual (English, Korean) not required but a plus

• 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 preferred or equivalent industry experience

• Preferred 3 years’ experience in customer-facing Engineering or Quality role in an manufacturing or industrial environment

• Upbeat, positive, dedicated attitude and demonstrated effectiveness to meet targets and deadlines

• The willingness and ability to work flexible hours occasionally to support team

• Excellent leadership and people management skills.

• Conducts self and business in professional manner

• Analytical mindset with the ability to analyze data and derive actionable insights.

• Ability to think strategically and to lead change

• Strong problem-solving and decision-making abilities.

• Ability to work under pressure and handle customer escalations effectively.

• Communication and relationship skills that foster long-term customer satisfaction

• Strong computer skills

• 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:

• Blue Cross – Blue Shield Health Care

• Competitive Dental and vision insurance

• 13 paid holidays annually

• Tuition Assistance for continuing education

• Vehicle Discount Program on General Motors branded vehicles

• Communication Stipend for Personal Cell Phone

• Comfortable air-conditioned work environment

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.