Customer Protection Specialist

Stellantisfinancialservices; Windsor; On-site; CAD 82,500 - 110,000; Full time

Benefits offered by this job

Accommodation available

Job summary

FCA Canada Inc. is seeking a Quality Customer Protection Specialist to safeguard the customer experience by identifying and resolving vehicle quality concerns. You will bridge customer feedback with manufacturing performance and quality system execution, aligning with corporate objectives.

Responsibilities include monitoring quality indicators, leading cross-functional reviews, and driving containment actions. Legal eligibility to work in Canada and off-shift availability required.

Qualifications

• Bachelor's degree required for consideration.
• Strong understanding of plant systems such as Mainframe, Foundry and PBI.
• Excellent written and verbal communication skills.
• Willingness to work off shift hours and weekends as needed.

Responsibilities

• Lead and facilitate SQAM review meetings on the production floor to monitor control implementation and containment actions.
• Monitor customer quality performance indicators, identify trends and opportunities for improvement.
• Ensure high-severity SQAM issues receive appropriate attention through verification activities.
• Monitor daily Global Issue Management records and ensure timely follow-up of manufacturing concerns.
• Track claims and drive appropriate GIMs as needed.
• Participate in Short Loop and FEW meetings to review GIMs affecting operations.
• Verify Interim Containment Actions and Permanent Corrective Actions for warranty concerns.
• Lead Manufacturing Non-Conformities containment, root cause analysis and action implementation.
• Manage RSU issuance and track open concerns and mitigation activities.
• Collaborate with Quality Engineering, Control Tower and Manufacturing to align on customer-impacting issues.

Skills

Plant systems knowledge

Education

Bachelor's degree

Mechanical or Electrical Engineering or Engineering Technology (preferred)

Job description

The Quality Customer Protection Specialist is responsible for safeguarding the customer experience by ensuring that vehicle quality concerns are proactively identified, accurately assessed, and effectively resolved. This role strengthens the connection between customer feedback, manufacturing performance, and quality system execution, ensuring alignment with corporate customer quality objectives.

Specific Responsibilities include but are not limited to

Warranty and Customer Quality Management

• Lead and facilitate SQAM evening market review meetings on the production floor to monitor control implementation, assess warranty‑related issues, and challenge the effectiveness of containment actions.
• Monitor and analyze customer quality performance indicators for assigned vehicle programs, identifying trends, emerging risks, and opportunities for improvement.
• Ensure high‑severity SQAM issues receive appropriate attention through Red Rabbit verification activities and enhanced control validation.

GIM and Manufacturing Issue Management

• Monitor daily issuance of Global Issue Management (GIM) records and ensure timely assignment and follow‑up of manufacturing‑related concerns.
• Track claims that have not been properly bucketed, driving the issuance of appropriate GIMs when required.
• Participate in Short Loop and FEW meetings to review GIMs impacting manufacturing operations and plant‑detectable issues.

Corrective Action and Containment Governance

• Monitor compliance with e‑Post‑It issuance requirements and ensure Interim Containment Actions (ICA) and Permanent Corrective Actions (PCA) are appropriately implemented for manufacturing‑related warranty concerns.
• Verify issuance of e‑Post‑It actions for all applicable warranty manufacturing claims and evaluate control effectiveness through ongoing tracking and validation.
• Lead the treatment of Manufacturing Non‑Conformities (NCs), ensuring rapid containment, thorough root cause analysis, and sustainable corrective action implementation.
• Manage RSU issuance and follow‑up activities to ensure timely completion of required actions.
• Track plant alerts and maintain status reporting to ensure visibility of open concerns and mitigation activities.

Cross‑Functional Collaboration

• Partner closely with Quality Engineering, Control Tower teams, Manufacturing Operations, Warranty, and Serial Life Quality organizations to ensure alignment on customer‑impacting issues and quality improvement initiatives.
• Drive a culture of accountability, continuous improvement, and customer‑focused problem solving throughout manufacturing operations.

This position is for an existing vacancy.

The salary range for this role is $82,500 - $110,000 per year.

FCA Canada Inc. is committed to providing accommodation for people with accessibility needs due to disabilities in all aspects of the hiring process. If you request an accommodation, we will work with you to meet your accessibility needs due to disability.

We may use AI to screen applicants.

Basic Qualifications

• Bachelor's degree
• Minimum FIVE (5) years of relevant experience
• Strong understanding of Plant systems such as Mainframe, Foundry, PBI
• Strong communication skills, both written and verbal
• Rigorous and pragmatic
• Willingness to work off shift hours and weekends as needed
• Legally eligible to work in Canada

Preferred Qualifications

• Bachelor's degree in the fields of Mechanical or Electrical Engineering or Engineering Technology from an accredited university preferred
• Experience in a manufacturing/union environment
• Experience as Quality Product Engineer
• Reactive Green Belt certification