Customer Technical Service Engineer

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Position Overview:

As the Customer Technical Service (CTS) Engineer, you are a key member of the Quality Technical Services Team, reporting to the Senior Manager, CTS.  You will contribute to the success of Ball by providing technical and customer support for the quality assurance function, as directed,  with an all-inclusive technical support service focus to our customers. 

Your Key Areas of Responsibility Include: 

• Support New Product Development: Assist in the development and introduction of new products for Ball and its customers by collaborating with cross-functional teams and integrating customer feedback into product designs.
• Lead Technical Improvement Initiatives: Oversee the planning and execution of technical improvements agreed upon between customers and Ball, ensuring effective implementation and tracking performance metrics.
• Coordinate Filling Line Trials: Plan and manage filling line trials at customer sites to evaluate the performance of new or modified Ball products, including data collection, analysis, and reporting.
• Manage Quality Issues and Customer Complaints: Serve as the primary contact for customers regarding quality issues, conduct site visits as necessary, and collaborate with Ball manufacturing plants to review and resolve complaints.
• Respond to Quality Concerns: Provide timely and detailed responses to customers on the causes of quality issues and actions taken by Ball to address them, ensuring customer satisfaction and trust.
• Conduct Audits of Customer Facilities: Perform audits of customer filling facilities and warehouses to identify potential issues affecting filling speed, can/ends damage, and seam quality, and recommend corrective actions.
• Facilitate Cross-Departmental Collaboration: Ensure effective interaction and collaboration with various departments within Ball to support quality initiatives and continuous improvement efforts.
• Perform Quality Engineering Activities: Engage in quality engineering tasks such as root cause analysis, implementation of corrective actions for process-related concerns, and participation in continuous improvement activities (DMAIC, 5S, Kaizen).
• Develop and Review Quality Assurance Policies: Assist in the creation, review, and standardization of quality assurance policies, procedures, and equipment across existing and new plants to maintain consistent quality standards.
• Maintain and Enhance the Quality Management System: Help establish, maintain, and continuously improve the quality management system, including conducting audits, creating audit reports, and implementing corrective and preventive actions to ensure system effectiveness. Help develop and implement BOE within the CTS quality function as well as maintain customer AQL, KPI reporting, and quality manual compliance.

Required Skills and Experience: 

• Bachelors degree in Engineering, Food Safety or other science-related discipline or equivalent combination of relevant experience and education. 
• Minimum 3 years of experience in quality or quality-related manufacturing environment.
• Efficient, concise communication, relationship building and facilitation skills.
• Working knowledge :
  • Engineering principles, practices, terminology, and procedures.
  • Quality assurance principles (Root Cause Analysis, etc.).
  • Lean Manufacturing Principles (8D, A3 Process, RCA) 

Preferred Skills and Experience: 

• ASQ Six Sigma Black Belt or ASQ Quality Engineer certification.
• Experience in manufacturing laboratory environment.
• Ball Operation Experience (BOE)  Quality Pillar as well as other pillars