The Quality Customer Protection Specialist is responsible for safeguarding the customer experience by ensuring that vehicle quality concerns are proactively identified, accurately assessed, and effectively resolved. This role strengthens the connection between customer feedback, manufacturing performance, and quality system execution, ensuring alignment with corporate customer quality objectives.
Specific Responsibilities include but are not limited to:
Warranty and Customer Quality Management
- Lead and facilitate SQAM evening market review meetings on the production floor to monitor control implementation, assess warranty-related issues, and challenge the effectiveness of containment actions.
- Monitor and analyze customer quality performance indicators for assigned vehicle programs, identifying trends, emerging risks, and opportunities for improvement.
- Ensure high-severity SQAM issues receive appropriate attention through Red Rabbit verification activities and enhanced control validation.
GIM and Manufacturing Issue Management
- Monitor daily issuance of Global Issue Management (GIM) records and ensure timely assignment and follow-up of manufacturing-related concerns.
- Track claims that have not been properly bucketed, driving the issuance of appropriate GIMs when required.
- Participate in Short Loop and FEW meetings to review GIMs impacting manufacturing operations and plant-detectable issues.
Corrective Action and Containment Governance
- Monitor compliance with e-Post-It issuance requirements and ensure Interim Containment Actions (ICA) and Permanent Corrective Actions (PCA) are appropriately implemented for manufacturing-related warranty concerns.
- Verify issuance of e-Post-It actions for all applicable warranty manufacturing claims and evaluate control effectiveness through ongoing tracking and validation.
- Lead the treatment of Manufacturing Non-Conformities (NCs), ensuring rapid containment, thorough root cause analysis, and sustainable corrective action implementation.
- Manage RSU issuance and follow-up activities to ensure timely completion of required actions.
- Track plant alerts and maintain status reporting to ensure visibility of open concerns and mitigation activities.
Cross-Functional Collaboration
- Partner closely with Quality Engineering, Control Tower teams, Manufacturing Operations, Warranty, and Serial Life Quality organizations to ensure alignment on customer-impacting issues and quality improvement initiatives.
- Drive a culture of accountability, continuous improvement, and customer-focused problem solving throughout manufacturing operations.
Our Benefits - Designed with You in Mind
Comprehensive Health & Well-being Coverage
From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.
Generous Paid Time Off
We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
Competitive Retirement Savings Plans
We help you plan for the future with:
- An employer match on contributions to your 401k, Roth, and Catch-Up plans
- An employer contribution, even if you don’t contribute
Income Protection & Insurance Options
Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.
Company Vehicle Lease Program
Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.
Family Building Benefit
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
Support for Your Growth and Giving Back
We believe in investing in your future and your passions:
- Tuition reimbursement
- Student loan refinancing programs
- 18 paid volunteer hours each year to make a difference in your community
And so much more!
When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.
