Regional Service Quality Engineer (m/f/d)

Job Title:

Regional Service Quality Engineer (m/f/d)

Summary: In this role, you will ensure the highest standards of service quality across all relevant operations, including packaging, labeling, customer service, and product delivery, by monitoring, analyzing, and continuously improving service processes to meet customer expectations, regulatory requirements, and internal quality standards. You will provide direction and support to regional teams to ensure customer complaints and quality-related inquiries are addressed promptly, consistently, and effectively, driving high levels of customer satisfaction. You will lead the development and execution of a global service quality strategy to reduce the service quality complaint rate to below 0.5%, while designing and implementing robust processes to achieve and sustain quality performance targets. In addition, you will champion and further evolve the Customer Focus element of Momentive's culture by embedding service quality excellence into daily operations, fostering continuous improvement, and promoting a customer-first mindset across the organization.

The core focus is interacting with external logistics partners, including warehouses and freight forwarders. Serving as Momentive's Quality Manager, you will be responsible for developing, aligning, and enforcing quality standards.

Responsibilities Include:

• Acts as a key contributor to the development, implementation, and continuous improvement of the Momentive regional service quality strategy, with a strong focus on customer-facing processes and objectives. Ensure alignment with the global quality strategy and translates strategic priorities into actionable measures across the region

• Provides clear guidance and direction to all regional stakeholders involved in the complaint management and service quality processes. Ensures that all quality-related customer inquiries and complaints are addressed consistently, efficiently, and within defined timelines to achieve high levels of customer satisfaction

• Collaborates closely with regional business and cross-functional teams, including Supply Chain, Customer Service, Logistics, and external logistics partners, to systematically evaluate, monitor, and continuously improve processes impacting service quality. Ensures compliance with internal standards as well as relevant industry and regulatory requirement

• Supports the identification of process gaps, inefficiencies, and risks within service quality operations and drives the implementation of appropriate corrective and preventive actions to enhance process robustness and customer experience

• Develops, maintains, and continuously improves relevant documentation, including standard operating procedures (SOPs), work instructions, Root Cause Corrective Action (RCCA) documentation, and structured problem-solving reports (e.g. 8D reports), ensuring transparency, traceability, and standardization across the region

• Acts as the primary point of contact for sales organizations and customers regarding all service quality-related topics for both existing business and new business opportunities. Ensures clear communication, expectation management, and professional handling of quality-related topics

• Takes ownership of Root Cause Corrective Action (RCCA) processes related to service quality complaints. Ensures robust problem-solving, including thorough root cause identification, definition, implementation, and follow-up of corrective actions to prevent recurrence

• Manages and executes all relevant SAP transactions and documentation related to service quality complaints and specialized customer quality requests. Supports approval processes for customer growth projects by ensuring all quality requirements are properly assessed and fulfilled

• Supports continuous improvement initiatives aimed at reducing service quality complaint rates and improving overall service performance, in line with defined global and regional targets

• Contributes to strengthening a customer-focused quality culture across the organization by promoting best practices, sharing learnings, and driving awareness of service quality excellence

• Within the European Logistics Strategy, this position manages all warehousing, shipping, and transport service providers working for Momentive, ensuring the highest standards of quality and compliance. Key responsibilities include the negotiation of Service Level Agreements (SLAs), monitoring of quality-related Key Performance Indicators (KPIs), as well as the preparation and execution of audits.

#LI-KG1

Qualifications:

The following are required for the role

B.S. Degree in Chemical Engineering, Supply Chain Management or related field.

Multi-annual years’ experience in Production, Supply Chain, Quality, Technology or related leadership role

Demonstrate an effective communication style that builds strong relationships and positively impacts outcomes and decisions with internal and external partners

Proven ability to teach, train and motivate others at varying levels in the organization

Ability to work effectively in a matrix organization and in cross-cultural environments often requires coordination between organizations.

Excellent presentation, facilitation and problem-solving skills with all levels of the organization

Strong approach to data generation and analysis using Excel and Minitab

Ability to note trends in data and identify/drive improvements to ensure customer satisfaction.

Proven strong customer advocate

Excellent communication and interpersonal skills

SAP knowledge

Fluent in English (written and spoken)

Willingness to travel (up to 25%)

The following are preferred for the role

Silicone product/application knowledge preferred

Process Improvement Experience or Continuous Improvement Certification preferred

Lean Six Sigma certification (Green Belt or higher) is a plus.

Knowledge/Experience about packaging technology

Knowledge in highly regulated industries (e.g. Automotive/Healthcare)

What We Offer: Base Pay Range: €78.000 - €114.400 Compensation for this role will be competitive and aligned with market practices in the respective location. Actual pay is determined based on several factors, including but not limited to experience, education, skills, and geographic location. Where applicable country-specific salary ranges will be communicated during the hiring process based on local pay transparency regulations. If you are interested in this position, we’d ask that you apply! #BePartoftheSolution

This role may also be eligible for variable incentive compensation. Any such incentives are governed by the terms of the Company’s applicable plans and are based on company performance and/or individual performance.

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future.

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more. 

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.  

To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.   

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.