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Quality Complaints Manager, APS USCAN


Akron, OH, US, 44310 Houston, TX, US, 77010 Lansing, MI, US, 48910

Req ID:  85725
Facility:  AKRON ICC-130, LANSING-5001, One Houston Center-Lyo
Department:  APS Global Quality Management
Division:  Global APS


Basic Function

The APS USCAN Regional Quality Complaints Manager champions, supports and leads Quality Complaints Management improvement program in APS USCAN together with internal stakeholders line Business, Manufacturing, ADTS, Supply chain, PAD and with the Customer. 
A key aspect of this role is ensuring customer satisfaction in complaint handling. The role monitors, manages and advises on how the quality complaint management system and the internal stakeholders are performing, utilizing statistics of actual performance against set targeted measures and will be involved in developing internal processes necessary to improve customer satisfaction. Additionally, the APS USCAN Regional Quality Complaints Manager will work together with the regional Quality Excellence Team supporting the development and maintenance of a customer-focused culture within the APS organization.  
The job function covers leadership to all stakeholders to deliver and ensure flawless complaint handling and communication. It requires the ability to build partnerships and achieve results while working with and through others. #LI-TF1

Roles & Responsibilities

•    Provide leadership in the areas of Quality Complaint Management to the Business Groups and Manufacturing Site Quality Teams
•    Track and report out the business teams Quality Notifications (QN) KPI’s and coordinate their timely completion with all involved parties
•    Ensure all steps in the Quality Complaint process are addressed and correctly within SAP
•    Lead the investigation and resolution of customer quality concerns by working jointly with Sales, PAD, ADTS, Supply Chain and Plant Quality to complete in timely manner:
-    Qualitative and Quantitative definition of the actual issue
-    Submission of any suspect material/parts to the appropriate LYB testing location for analysis
-    Line up meetings both internally and with the customer to review the issue and subsequent analytical findings to resolve the issue fully
•    Ensure the completion of 8D reports and corrective actions.
•    Communicate corrective actions and 8D response to appropriate account manager for distribution/communication to customer. 
•    Provide support and leadership for continuous improvement with repeat quality related issues.
•    Provide support and leadership in managing supplier score cards and customer manuals per IATF 16949 requirements.
•    Validate corrective action proposal is adequate with audits as needed
•    Serve as a liaison with customers in the area of Quality
•    Participates in customer, internal, and third-party audits of the quality management system.

Min. Qualifications

•    Bachelor’s degree in Chemistry, Biology, Engineering or other technical field
•    Minimum 10 years’ experience in Quality related roles
•    Experience in ISO9001 and IATF 16949 Certification
•    Experience in Quality Management Systems including auditing, problem solving (i.e. basic Quality tools, etc.), statistical analysis, and root cause analysis (i.e., 5Why method
•    Ability to listen and diplomatically influence
•    Project management and organizational skills
•    Ability to summarize information and communicate effectively

Preferred Qualifications

•    Certified Quality Engineer or Six Sigma Black Belt
•    Excellent Computer Skills
•    Excellent interpersonal and communications skills


Build Partnerships
Deliver Results
Drive Innovation
Grow Capabilities
Promote Inclusion
Motivational/Cultural Fit
Technical Skills

We are LyondellBasell – a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to champion our employees, and unlock value for customers, investors and society. LyondellBasell places high priority on diversity, equity and inclusion and is strongly committed to our planet, the communities where we operate and our future workforce.  As one of the world’s largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit or follow @LyondellBasell on LinkedIn.

Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

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