Technical Customer Service Supervisor

Your role:
Plan, lead and pro-actively manage the Customer Technical Service function covering container and service quality issues associated with the performance of O-I BJC and third party supplied glass containers.
Provide pro-active value-added service to customer assisting with the run performance of glass in their operations. Ensure effective resolution of quality and technical related customer issues.
Provide accurate and appropriate glass container filling-line performance data so that the manufacturing operation can meet the specific quality requirements of its customers
You report directly to the Quality System Manager.
- Work location: Ba Ria Plant
Key responsibilities:
1. Specific responsibilities
- Develop and implement in conjunction with the Quality System Manager, Quality plans, policies and procedures to ensure the Customer and Technical Service and Quality Teams are supporting the strategic quality objectives of the organisation. Ensure those policies and procedures are effective and reflect appropriate regional practices.
- Work closely with customers to assist in identifying improvement opportunities in their operations that facilitates increased filling line performance.
- Oversee and manage the investigation of complaints of glass performance whether related to glass container quality or the customer's processes and make recommendations to overcome the short- and long-term needs of both the customer and Company.
- Assist Quality and IQMS Mgr to ensure Glass Specification agreements with Customers are correct and appropriate.
- Discuss with Customers to improve understanding of glass container defect severities and classifications that result in mutually agreed and effective AQL (Applied Quality Limit/ Giới hạn Chất lượng chấp nhận được) levels.
- Develop effective relationships and work closely with Customer Technical Service Managers from other Plants and through Regional Quality to apply consistency of standards and approach throughout the Region
- Initiate and support in-plant quality improvements with third party glass suppliers to reduce the costs of quality, maximise productivity and to minimise customer complaints and associated costs.
- Liaise with FMUs to ensure that all previous product complaint action items have been addressed. Together with the relevant Account Manager and FMU develop a continuous product quality improvement action plan for each major key customer to address those glass technical issues that are of most importance to that customer
- Randomly monitor product quality by visual assessments at end of lehr and sight screens, review of Vertech and audit data, and frequent contact with FMU and QC Managers. At start of a production run, review Job Change performance and Job-on Metrology to confirm to your satisfaction that product quality will meet customer expectations.
- Attend and contribute to Job Off, Job On and other relevant production meetings
- Support the successful integration of new products into production by providing technical support to customers, manufacturing and marketing.
- Participate in supplier audits and customer visits to the plant to facilitate the development and maintenance of positive relationships with suppliers and customers, to ensure they receive all the information they require and to ensure their health and safety whilst on site.
- Retain, develop and manage a high performing and engaged Customer Technical Service team to enable the efficient and cost-effective achievement of departmental and organisational goals and objectives.
- Manage or participate in projects (e.g. lean six sigma,) which contribute to business improvement, assist in the resolution of business issues and/or facilitate the achievement of personal development objectives.
- Prepare and submit monthly Customer Technical Service reports to provide management with information on production performance and our level of customer support.
2. General
- Actively participate in the EHS improvement process through hazard identification, risk assessment, development of SOPs, conducting safety talks, accident investigation and personal role modelling of exemplary EHS standards.
- Other duties as instructed by management.