R&D Quality Excellence Engineer II

Job duties include contact with other employees and access to confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

1. Manage and Resolve Escalated Customer Complaints
Investigate and lead resolution of complaints that meet ARC thresholds or are escalated by leadership, ensuring thorough documentation and timely communication.

2. Conduct Root Cause Investigations and Data Analysis
Perform lab work and data analysis to identify root causes of quality issues, presenting findings in a clear, actionable format for cross-functional teams.

3. Drive Continuous Improvement and Quality Reporting
Create and analyze monthly reports on complaint rates, resolution cycle times, and COPQ; support site projects focused on quality and process improvement.

4. Collaborate with Operations and Site Teams
Work closely with Operations Managers and site teams to resolve non-conforming conditions, support lab work, and drive quality improvements.

5. Support New Product and Formula Introductions
Enable the introduction of new formulas, technologies, or transferred products into production, ensuring quality readiness and process alignment.

6. Develop and Maintain SOPs and Quality Documentation
Create customer-facing and technical SOPs, train site personnel, and ensure consistent adherence to documented procedures.

7. Lead Quality Tool Implementation and Technical Integration
Implement and improve quality tools, perform lab testing, and collaborate with technical teams to ensure successful deployment and alignment with standards.

8. Engage in Customer-Facing Quality Programs
Act as a key contact for customer quality initiatives, including High Impact teams and CI meetings, providing data-driven insights and support.

9. Support Global and Regional Quality Alignment
Facilitate integration of local labs with global standards, participate in procedural exchanges across regions, and support ISO compliance efforts.

BASIC QUALIFICATION:
* Must be legally authorized to work in the country for which you are applying for employment (without now or in the future needing sponsorship for employment work visa and/or permanent residence status).
* Must be at least 18 years of age

FORMAL EDUCATION:
Required:
* Bachelor's degree in Chemistry, Chemical Engineering, Materials Science, or a related technical field.

Preferred:
* Advanced degree (MS or higher) in Chemistry, Engineering, or Quality-related disciplines.
* Certifications in Technical Writing or Quality Systems (e.g., Six Sigma, ASQ) are a plus.

KNOWLEDGE & EXPERIENCE:
Required:
* 3-7 years of experience in coatings, paint manufacturing, quality assurance, technical service, or operations.
* Strong understanding of paint formulation, application processes, and defect analysis.
* Proven ability to lead root cause investigations and implement corrective actions.
* Experience with customer complaint resolution and quality data analysis.
* Proficiency in Microsoft Excel, Word, Access, SharePoint, and statistical tools like Minitab.

Preferred:
* Six Sigma Green Belt or equivalent certification.
* Experience with quality systems such as ISO 9001 or IATF 16949.
* Familiarity with Business Objects, ARC, Product Vision, Discovery or other enterprise data platforms.
* Direct experience in customer-facing roles, including technical support or complaint resolution.

TRAVEL REQUIREMENTS: 20%