Job Title:

Regional Service Quality Engineer

Summary:

The Service Quality Engineer ensures the highest standards of service quality across all relevant operations (packaging, labeling, customer service and delivery to customers) by monitoring, analyzing, and improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. Provide directions to all the regional team members to ensure that complaints and quality-related customer inquiries are addressed on time and in the best way possible to ensure customer satisfaction. Lead and develop a strategy to reduce service quality complaint rate globally below 0.5% and design processes to meet Q targets. Evolve Focus on the Customer Element of Momentive’s culture for service quality.

Responsibilities Include:

• Contributor to the development and execution of the Momentive Regional Quality Strategy for customer-facing objectives.

• Provides direction in alignment with the Momentive Global Quality Strategy to all participants involved in the complaints and quality-related customer inquiry fulfillment process.

• 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.

• Develop and maintain documentation (SOPs, work instructions, RCCA, 8D quality reports).

• Point of contact for sales and customers regarding service quality topics related to existing or new businesses.

• 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.

Qualifications:

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

What We Offer:

Base Pay Range: €58.500 - €85.800

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.

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