Quality Service Specialist

Dicastal North America; South Carolina; On-site; USD 65,000 - 90,000; Full time

Job summary

Dicastal North America is seeking a quality-minded professional to own customer complaint resolution and containment. You will drive cross-functional root-cause analyses, implement corrective actions, and generate 8D and related reports to standards.

Ideal candidates have 3–5 years in manufacturing quality with NA customer exposure, familiarity with IATF16949/ISO9001, and willingness to be based in North America.

Qualifications

• 3-5 years in manufacturing quality with NA customer interactions.
• Experience handling on-site complaints and containment actions.
• Familiarity with 8D, 5Why and quality improvement closures.

Responsibilities

• Serve as primary contact for Dicastal NA customer complaints and follow through to resolution.
• Lead containment, sorting, and on-site actions to minimize impact.
• Coordinate root cause analyses with engineering and quality teams.
• Prepare 8D, 5P and other required reports per customer standards.
• Ensure timely closure and maintain strong customer relationships.

Skills

Quality management

Customer interaction

Root cause analysis

On-site problem solving

Communication

Education

Bachelor's degree or above in Quality Management or related field

Tools

8D process

5Why analysis

IATF16949/ISO9001 knowledge

Job description

This role will be responsible for Dicastal North American customer quality issues, including complaint resolution, containment, corrective actions, and reporting. Ensure compliance, minimize customer impact, and maintain strong customer relationships.

Essential Duties and Responsibilities

• Serves as the primary point of contact for Dicastal North American customers to handle the customer complaints.
• Promptly address customer complaints and corrective action requests.
• Manage the complete issue-resolution process, including communication and expectation management.
• Prevent escalation by ensuring timely and effective resolution.
• Conduct on-site visits during quality incidents to verify non-conforming products and inventory status.
• Lead containment activities, including sorting, rework, and product isolation.Minimize production line stoppages and prevent customer claims.
• Collaborate with engineering and quality teams to conduct root cause analyses.
• Develop and implement effective corrective actions.
• Prepare and submit 8D, 5P, and other required reports in accordance with Dicastal North American customer standards.
• Ensure timely closure of quality issues.
• Coordinate local third-party resources for sorting and rework activities.
• Ensure cost-effectiveness and compliance with quality requirements.
• Supervise on-site execution to prevent secondary quality issues.
• Monitor Dicastal North American customer quality standards, audit requirements, and local regulations.
• Develop regional quality case studies and lessons learned.
• Provide regular risk alerts to support improvements in products and processes.
• Ensure compliance with safety and regulatory requirements at Dicastal North American manufacturing sites.
• Build and maintain strong relationships with customer quality teams.
• Enhance customer satisfaction and strengthen long-term partnership stability.

Skills and Experience

• 3-5 years of relevant work experience.
• Prior experience in manufacturing quality roles, particularly with North American customer interactions and on-site complaint handling, is highly preferred.
• Familiarity with 8D, 5Why, and quality improvement closure processes. Knowledge of IATF16949/ISO9001 systems and North American customer quality management practices is a plus.
• Willingness to be based in North America long-term, with a strong understanding of local culture and customer site regulations. Legal residency status is preferred.
• Bachelor's degree or above preferred in Quality Management, Mechanical Engineering, Electronics, Industrial Engineering, or related fields preferred.
• Proficiency in Mandarin Chinese is preferred.

Organizational Culture

• Work safely and follow rules and guidelines for safe work
• Reporting to work on time and with a positive attitude
• Responsible for staying focused on tasks at hand
• Being responsible for work performance and completing tasks throughout the day
• Maintains a good working relationship with co-workers
• Support a positive and steady workflow through the company
• Works with a sense of urgency when needed
• Support, coach or mentor co-workers when needed
• Positively support change throughout the company

Physical Work Conditions

• Must be able to work in a hot environment
• Must be able to lift and move aluminum wheels of varying weight
• Must be able to stand and walk for up to 12 hours per day
• Must be able to wear personal protective equipment when required

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.