Customer Protection Specialist

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

Job summary

FCA Canada Inc. is seeking a Quality Customer Protection Specialist to safeguard the customer experience by ensuring proactive identification, assessment, and resolution of vehicle quality concerns.

This role links customer feedback with manufacturing performance and quality system execution to align with corporate quality objectives. Responsibilities include leading SQAM market review meetings, monitoring warranty-related issues, and ensuring rapid containment and corrective actions.

Qualifications

• Bachelor's degree in a relevant field is required.
• Minimum five years of relevant experience.
• Strong understanding of plant systems (Mainframe, Foundry, PBI).
• Excellent written and verbal communication.
• Willingness to work off-shift hours and weekends.
• Legally eligible to work in Canada.

Responsibilities

• Lead and facilitate SQAM reviews on the production floor.
• Monitor customer quality indicators and identify trends.
• Verify containment actions and corrective actions.
• Coordinate with cross-functional teams to improve quality.

Skills

Communication skills

Rigorous mindset

Flexible scheduling

Plant systems knowledge

Education

Bachelor's degree

Engineering degree (Mechanical/Electrical)

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