Control Tower - Customer Plant Lead SHAP

The Customer Plant Lead (CPL) is the Voice of the Customer using warranty information, parts return information and service information to identify actionable issues. Working directly with the Manufacturing Plants Process Engineering Team and the Control Tower Pre-Analysts, the CPL will be responsible for identifying emerging issues quickly and developing a well-rounded and detailed problem statement to minimize the time required to triage and resolve customer concerns. We are currently seeking a candidate to support our Sterling Heights Assembly Plant (SHAP).

The specific responsibilities include, but are not limited to:

• Lead Short Loop Morning & Evening market meetings with new claims information
• Investigate warranty issues and assign to party responsible through GIMs (Global Issue Management)
• Work with plants to investigate processes that can be associated with warranty
• Expedite part analysis for results on high priority investigations as a result of Short Loop
• Communicate warranty and plant quality issues between Control Tower and plant vehicle engineering
• Ensure vehicle warranty is accurately documented, including broken clean points, and differentiating old vs new issues
• Ensure warranty claim coverage and portfolio for assigned product lines/plants
• Involvement in new launches FEW (Field Early Warning) focus
• Position is physically located at Sterling Heights Assembly Plant, Sterling Heights, MI (100% On-Site)

Basic Qualifications:

• Bachelor's degree or higher in Engineering; other bachelor's degrees would be considered with relevant work experience
• 5+ years' experience in engineering, manufacturing, supplier operations or quality
• Strong verbal and written communication skills
• Ability to collect and synthesize data into meaningful information and communicate clearly to all levels of the organization
• Excellent interpersonal, organizational, and analytical skills
• Detail oriented, team player, flexible, ability to prioritize, quick learner
• Proficient in both writing and speaking the English language

Preferred Qualifications:

• Familiar with overall automotive systems
• Working knowledge of Palantir applications (MAP, Contour) /GIM/Service Library/PRAS+
• Familiar with dealer service information