Position Summary:
Company Overview: Wolverine Advanced Materials produces and sells performance-critical, specialty elastomer-coated metals used in gaskets for automotive & industrial applications; automotive brake noise insulators and NVH (noise, vibration & harshness) damping solutions for automotive. Wolverine employs approximately 400 people worldwide and has manufacturing operations in Blacksburg, Va., Leesburg, Fla., Germany, and China, as well as sales & technical offices in Michigan, Germany, Japan, China, Brazil, and India.
Position Summary: Wolverine Advanced Materials is looking for a Quality Control Analyst to join their team in Blacksburg, VA. The customer service quality analyst must have the ability to meet tight deadlines, have strong interpersonal and communication skills, be detail oriented, and have the ability to work independently. The customer service quality analyst will be responsible for assisting and managing the positive customer relationship, via communication of and providing the effective information. This position will also assist the maintenance of the internal quality management system.

Essential Responsibilities:

• Serve as primary window to customer on all mass production quality related issues;
• Discuss and explain customer feedback with internal team on regular bases;
• Review all customer specific websites for scorecard/ service metrics KPIs;
• Assist in creation strategies to improve customer support KPIs;
• Ensure all internal and external required communication falls within specified requirements;
• Track and monitor all customer complaints, and RMAs;
• Maintains corrective actions in customer portals with the latest updates;
• Facilitate internal corrective action meetings with team meetings;
• Generate reports reflecting data of internal and external performance;
• Report support team in problem solving actives;
• Supports and adheres to policies, procedures, and operational guidelines related to established quality management system (IATF-16949).
• Follows all safety rules and procedures in the performance of this position’s duties and reports any unsafe practices to the supervisor. Ability to respond to common inquiries or complaints from customers and regulatory agencies.
• Ability to effectively present information to management, engineering and customers.
• Contribute to the team culture in a positive manner.
• Additional duties and responsibilities as assigned.

Position Requirements:

• BA /BS in Business Management or related field required or relevant experience or, AS degree with work experience or relevant quality certifications.
• Minimum of 1 yearof manufacturing, quality, and/or customer service experience.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Problem solving and analysis skills that include the collection, evaluation and reporting of data and information, compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data related to product characteristics and observations from lab analysis and Investigate or report questionable test results.
• Proficient use of computer. Proficient knowledge of Microsoft Office programs (Word, Excel) and use of ERP software “Plex”. Ability to operate complex test equipment, calculators, and hand held instruments i.e. micrometers, calipers, tape measure and weighing scales.
• Ability to work any continuous or fixed shift schedule including any day of the calendar week as required for operation of the position and mandatory overtime as implemented by management.
• Knowledge of WAM raw materials, production processes, quality control, and other techniques for maximizing the daily lab requirements and effective testing of goods.

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Equal Pay Act Statement: We aim to pay our ‘ITT’ers’ fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on ‘what’ they accomplish, but also on ‘how’ they reflect ITT’s values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations. Equal Pay Act Range: Annual salary range is $49,600 to 73,800 plus benefits and incentive plans

• Serve as primary window to customer on all mass production quality related issues;
• Discuss and explain customer feedback with internal team on regular bases;
• Review all customer specific websites for scorecard/ service metrics KPIs;
• Assist in creation strategies to improve customer support KPIs;
• Ensure all internal and external required communication falls within specified requirements;
• Track and monitor all customer complaints, and RMAs;
• Maintains corrective actions in customer portals with the latest updates;
• Facilitate internal corrective action meetings with team meetings;
• Generate reports reflecting data of internal and external performance;
• Report support team in problem solving actives;
• Supports and adheres to policies, procedures, and operational guidelines related to established quality management system (IATF-16949).
• Follows all safety rules and procedures in the performance of this position’s duties and reports any unsafe practices to the supervisor. Ability to respond to common inquiries or complaints from customers and regulatory agencies.
• Ability to effectively present information to management, engineering and customers.
• Contribute to the team culture in a positive manner.
• Additional duties and responsibilities as assigned