Overview Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. Are you in? Read on for more details about this particular role. Responsibilities *Product Concern Management Support Team Coordination: Assist customer facing teams in handling customer quality claims and collaborate with relevant MSA functions to ensure effective, accurate, and timely processing of warranty claims as first responders to customer quality issues. Escalated Claims Resolution: Drive the resolution of escalated claims to determine root cause and establish corrective actions using structured problem-solving methods such as the 8D process. Cross-Functional Troubleshooting: Lead cross-functional teams, including Marketing, Engineering, OPEX, and customer-facing teams, to troubleshoot customer issues and determine appropriate actions. *Data Quality and Entry Global CQN Approach: Support a global approach to CQN entry and ensure data quality within the assigned scope. Data Maintenance: Maintain accurate data for CQNs, ensuring robust data transfer from the CQN and customer quality processes to the manufacturing sites. *Customer Interaction and Support Customer Visits and Meetings: Participate in person with sales and/or service on selected customer visits, where MSA product or service quality needs attention. Timely Customer Support: Provide timely visibility of customer support needs to stakeholders to ensure customers receive a prompt response. Warranty Claims Support: Assist customer-facing teams to ensure adherence to warranty terms and make decisions on warranty claims. *Performance Monitoring and Communication KPI Monitoring: Monitor Key Performance Indicators (KPIs) related to customer quality complaint management and address any trending issues or those exceeding targets. Internal Communication: Maintain internal communication methods to keep stakeholders such as marketing, engineering, sales, repair, and service informed of customer quality issues, trending topics, and customer-specific topics for key customers. *Continuous Improvement and Best Practices Audit Program Assistance: Assist in audit programs where appropriate to ensure customer data entry is accurate, complete, and robust across the scope of responsibility. Customer Satisfaction Surveys: Support actions arising from annual Customer Satisfaction Performance Index (CSPI) surveys and similar MSA Customer Satisfaction surveys. Advanced Data Analytics: Identify and support the implementation of advanced data analytical capabilities and other technologies to identify trending issues and leverage CQN and Warranty data. Best Practice Sharing: Maintain relationships and share best practices with peers and customer-facing teams within the organisation. Qualifications *Education & Experience (required): Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence. Positive attitude and customer-focused mindset, with the ability to remain calm and solution-focused when dealing with high-pressure customer situations. Strong interpersonal skills and the ability to communicate in a positive and proactive way. Proven ability to independently manage multiple tasks while maintaining excellent time management Ability to understand mechanical and electrical schematics, procedures, specifications, agency requirements, and industry standards Experience with Excel, SAP, Atlassian, Power BI Level I, II: Associate’s Degree (in Engineering or relevant technical area). Relevant experience may be considered in lieu of a degree. Level I: 0-5 years product quality and basic troubleshooting experience. Level II: 5+ years product quality and advanced troubleshooting experience. *Education & Experience (preferred): Level I: 1-2 years customer service related experience Level II: 2+ years customer service related experience Familiarity with MSA products and applications Understanding of ISO 9000 Quality Management System Knowledge of the MSA Operating System, Continuous Improvement Tools