Regional Service Quality Engineer (m/f/d)
In this role, you will ensure the highest standards of service quality across all relevant operations, including packaging, labeling, customer service, and product delivery, by monitoring, analyzing, and continuously improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. You will provide direction and support to regional teams to ensure customer complaints and quality-related inquiries are addressed promptly, consistently, and effectively, driving high levels of customer satisfaction. You will lead the development and execution of a global service quality strategy to reduce the service quality complaint rate to below 0.5%, while designing and implementing robust processes to achieve and sustain quality performance targets. In addition, you will champion and further evolve the Customer Focus element of Momentive's culture by embedding service quality excellence into daily operations, fostering continuous improvement, and promoting a customer-first mindset across the organization.
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Contributor to the development and execution of the Momentive Regional Quality Strategy for customer-facing objectives.
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Provides direction in alignment with the Momentive Global Quality Strategy to all participants involved in the complaints and quality-related customer inquiry fulfillment process.
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Work with the Regional Business, functional teams (SC, CS, Logistics) and external logistic partners to evaluate and improve processes affecting service quality in line with industry standards.
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Develop and maintain documentation (SOPs, work instructions, RCCA, 8D quality reports).
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Point of contact for sales and customers regarding service quality topics related to existing or new businesses.
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Responsible for Root Cause Corrective Actions (RCCA) and SAP transactions associated with service quality complaints and business as well as highly specialized quality requests to get approval for customer growth projects.
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The following are required for the role
B.S. Degree in Chemical Engineering, Supply Chain Management or related field.
Fluent in English
Demonstrate an effective communication style that builds strong relationships and positively impacts outcomes and decisions with internal and external partners.
Proven ability to teach, train and motivate others at varying levels in the organization.
Ability to work effectively in a matrix organization and in cross-cultural environments often requires coordination between organizations.
Excellent presentation, facilitation and problem-solving skills with all levels of the organization
Strong approach to data generation and analysis using Excel and Minitab. Ability to note trends in data and identify/drive improvements to ensure customer satisfaction.
Proven strong customer advocate
Multi-annual years’ experience in Production, Supply Chain, Quality, Technology or related leadership role
SAP knowledge
Excellent communication and interpersonal skills
The following are preferred for the role
Silicone product/application knowledge preferred
Process Improvement Experience or Continuous Improvement Certification preferred
Lean Six Sigma certification (Green Belt or higher) is a plus.
Knowledge/Experience about packaging technology
Knowledge in highly regulated industries (e.g. Automotive/Healthcare)
Base Pay Range: €78.000 - €114.400
Compensation for this role will be competitive and aligned with market practices in the respective location. Actual pay is determined based on several factors, including but not limited to experience, education, skills, and geographic location. Where applicable country-specific salary ranges will be communicated during the hiring process based on local pay transparency regulations. If you are interested in this position, we’d ask that you apply! #BePartoftheSolution
This role may also be eligible for variable incentive compensation. Any such incentives are governed by the terms of the Company’s applicable plans and are based on company performance and/or individual performance.
At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future.
Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.
Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.
To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.
Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.
