Quality & Field Service Engineer in Carlisle, PA at Vitro

Date Posted: 10/29/2018

Job Snapshot

Job Description


The Quality & Field Service Engineer is responsible for providing value to the Vitro organization by contributing leadership, planning, technical knowledge, and communication skills to ensure compliance of Vitro’s Architectural Glass Products with Customer requirements and Vitro internal specifications. This person will drive continuous improvement, corrective and preventative actions, and ISO 9001:2015 Quality Management System in response to Customer Quality complaints. Focus will be on value added MSVD products. The successful candidate will also manage the Field Service aspects of this job and coordinate with other Vitro resources as needed to bring problem definition, internal & external communication, and resolution of quality related issues working closely with the Manufacturing QA Mgrs. This Engineer will support the efforts of Technical Service to provide excellent technical support to Customers.

Key Roles and Responsibilities:

  • Coordinate with Customers on frequent basis, including onsite visits, to assist Sales and Manufacturing in the definition, communication internally and externally, and resolution of quality issues based on Customer complaints submitted by Sales.
  • Coordinate with Manufacturing Quality Control Managers and other Vitro personnel as needed to assist them in the corrective action process and drive results including communication back to Customers on actions taken to resolve quality issues based on Customer complaints and/or Customer credit requests submitted by Sales or the Customer directly. This includes the coordination of defect samples from Customers to Manufacturing, R&D, or other Vitro personnel or groups as appropriate.
  • Perform jobsite visits as directed by Mgr AQA following Jobsite Visit Report protocol.
  • Improve the accuracy of credit data by performing periodic defective glass product accumulation reviews at select Customers. Document and communicate such reviews per Field Service Report protocol. Provide monthly summary reports tracking the results of this activity.
  • Conduct Vitro Certified Network (VCN) and Vitro Authorized Supplier (VAS) & VAS-II audits at Customer locations. Present training seminars on various glass quality and processing topics during audits as requested by the Customer. Provide technical support for these Customers.
  • Perform periodic internal quality reviews of key Manufacturing processes and ISO Quality System in coordination with Mfg QA Mgr as a member of the Quality Audit Team and individually at your resident mfg plant.
  • Provide monthly departmental reports.
  • Individual will be based out of a Vitro Mfg Plant but will report solely to the Mgr AQA supporting the efforts of the Quality & Technical Service group.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



Job Requirements

Basic Qualifications:

  • Bachelor's degree in Engineering is required. 
  • 5 years glass manufacturing experience or 10 years glass industry experience in a technical role is preferred.
  • Demonstrated expertise in Quality driving corrective action and continuous improvement in order to improve Customer satisfaction with the quality of our architectural flat glass products
  • Travel 25-40% in support of above activities. On occasion may require travel with limited notice (few days)
  • Individual will spend 25 – 50% of the time at Customer locations performing Field Service and Technical Service activities
  • Spanish speaking helpful but not required

Knowledge, Skills & Abilities:

  • Customer Facing Experience
  • Quality training and/or experience recommended
  • Problem solving and trouble shooting skills recommended
  • Good communication skills (verbal & written)
  • Good computer skills