Bilingual Customer Quality Engineer - Mentor, OH

Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of industries worldwide - including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive - we employ approximately 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion.
At Avery Dennison, some of the great benefits we provide are:
Health & Wellness benefits starting on day 1 of employment
Paid parental leave
401K eligibility
Tuition reimbursement
Employee Assistance Program eligibility / Health Advocate
Paid vacation and Paid holidays
Annual uniform allotment
Safety shoe reimbursement program
Prescription safety eyeglass program
Job Description
The Material Quality Consultant (MQC) serves as the customer's point of contact for material-related quality complaints and works to ensure issues encountered by customers are resolved. Material-related quality problems can occur anywhere within the product's supply chain, from supplier through to end-users. The MQC establishes the problem statement for each complaint and works to solve the problem:
Interacts with the customer via email and telephone to collect and record information relating to quality issues.
Follow standard work processes to discern whether or not the issue results from Avery Dennison's processes or is a processing issue at the Customer.
Tests affected material against established specifications and provides diagnosis/recommendations for purchased products testing outside of quality specifications or having poor performing characteristics.
Uses problem solving methods to identify and resolve issues that are not revealed as a result of the testing standard work processes. This includes the use of
Interacts as needed with Sales, RTM's, Facilities, PTI, Technical Leads, Customer Service (ACs and SCs), site resources, and divisional technical resources to acquire information pertinent to understanding and resolving customer quality issues.
Suggests on-site RTM support if needed to discern whether it is an Avery Dennison processing issue or a customer processing issue.
Is responsible for the claim handling process from evaluation to credit generation. Claims process includes giving customers' traceability information, providing material disposition, assigning corrective action letters, and sending samples to a responsible manufacturing location.
Ensures that we are responsive to customer needs through timely processing of complaints. Uses a positive demeanor when responding to customer complaints.
Provides customer requested documentation of claim details and provides proactive claim status updates when there are new findings.
Acts as a customer advocate, providing valuable feedback to the organization on customer satisfaction.
Serves as a neutral party between customer and organization in claim investigation.
Pulls, analyzes, and summarizes quality performance data for the customer.
Identifies quality trends (i.e. unique to material, manufacturing process, or customer) to initiate quality project support to resolve repeating, ongoing issues.
Collects material samples for site investigation and divisional A3 support.
Provides training when needed to both team members and external personnel.
Develops area of technical expertise to act as subject matter expert within the MQC team.
Additional Qualifications/Responsibilities
Qualifications
Must be fluent in both English and Spanish language
Bachelor's Degree in related fields required, preferably in engineering.
Minimum 1 year of related experience.
Ability to balance multiple tasks - the role requires that you will be working on 20+ claims at the same time
Strong analytical skills
Attention to detail & organizational skills
High degree of accuracy, time-management and priority setting skills
Collaborator. Work well with peers and people at all levels of an organization, both internally and externally.
Strong customer service skills - written, verbal and telephone communication skills
Reliable and Dependable. One who can be there when needed and deliver consistent results.
Adhesive and Silicone Coating & Label Printing process knowledge preferred.
Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, and function-specific software (EBS, Oracle), Minitab