Customer Service Supplier Quality

ALEXANDER KLARMAN

**+ years of automotive experience in roles as Supplier Quality Assurance Engineer, Supplier Quality Engineer, and Customer Service Engineer. Led and/or assisted with new product launches while at BMW, ZF, Continental, and Yanfeng. Possess expert analytical and problem-solving skills with extensive experience in testing automotive vehicle systems. Expert knowledge of AIAG APQP, PPAP, PFMEA, 8D CAPA, SPC, VDA 6.3 Auditing in both manufactured products and processes. Knowledgeable of ISO9001, ISO14001 and IATF16949 and other standards related to automotive manufacturing processes. Highlights:

• Initiated standards and methods for inspection, testing, training, and evaluation utilizing knowledge of quality engineering methods.

• Led and/or participated in APQP teams to launch new products in accordance with ZF, Continental, and Yanfeng (supplier development as applicable, internal documentation, supplier-related documentation PPAP/PSW, gauging requirements, including Run and Rates and PPAP runoffs)

• Collaborated with R&D and other engineering colleagues globally to develop engineering guidelines, standards, and requirements.

• Supported product changes, provided leadership for New Product Introduction (NPI) at Suppliers and/or customer plant trial runs. Conducted safe launch activities at customers’ and supplier facilities. Developed, managed, audited, improved, and corrected supplier planning and execution of component manufacturing and assembly techniques and quality control processes from the advanced development phase to mass production qualification.

• Collaborated with suppliers to improve product and process quality through onsite audits/workshops, development of PFMEA/Control Plans, and assisted with correlation studies and inspection plans. Led supplier improvements in scalability, cost, and quality. Reviewed process flows, PFMEAs, Control Plans, and work instructions pertaining to customers’ parts processes, and aided in identifying gaps. In-depth knowledge of Geometric Dimensioning and Tolerancing (GD&T) and devising inspection plans.

• Assisted in complaint investigations related to the product, process, quality, and design from suppliers affecting OEM customers (Field/warranty returns and 0-mileage complaints).

• Validated supplier corrective actions involving design and/or process changes to ensure they are robust, sustainable, and implemented for similar potential concerns across manufacturing lines and/or suppliers.

• Tracked supplier performance by reviewing key performance indicators (KPIs) and implementing other metrics where applicable; measured ongoing performance. Accountable for leading, tracking and improving supplier manufacturing process development and launch readiness for new products and design changes.

• Assisted program management with external and internal supplier APQP activities to ensure milestones (gates) were being met per timing and customer requirements.

• Initiated supplier-related 8D’s to resolve nonconformance, delivery, warranty, and other performance issues as necessary; communicated with the relevant QE and/or supplier and ensured timely closure and effectiveness. Have provided input on new or alternative materials for improved design, manufacturability, or cost reduction. Technical Skills:

• Software/Tools: SAP, MS Visio, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).

• Automotive Application/Data Acquisition Tools: INCA, WINKFPT, ADAT-B&S MultiData, ETAS-ETK, Vector CANalyzer, Flex Ray, Automotive Applications Software/Hardware, OEM Aftermarket Specific Automotive Scan tools. Professional Accomplishments

Vitesco Technologies, LLC

September 2020 to Present

Customer Service Engineer

• Working remotely in Greenville, SC for automotive manufacturing customers in the SE region US (BMW, VW, Daimler, GM, Cummins, various tier one customers)

• Team up with global R&D (EU, China, Mexico) to develop engineering guidelines, standards, and requirements.

• Serve as the technical expert for the initial customer contact and the combined processing concerning 0-km issues and, if applicable, for warranty field returns o Provided additional support for the BUs/plants regarding sorting/flash actions, pre- analysis of return parts, and activities also in the launch phase to minimize costs and quality issues.

• Establish a trusting relationship with the customer plant engineering, line operators, quality departments, and customer service organizations.

• Utilize 8D problem solving methodology to implement product/process corrective actions.

• Managed the specific customer locations with proactive visits at a frequency agreed with the customer. Operated as the direct contact and responsible person for customer complaints (not necessarily on-site)

• Provided quick and accurate feedback to the manufacturing plants and if applicable to the BU’s regarding quality/manufacturing issues.

• Performed joint pre-analysis/pre-selection at the customer’s warranty return centers, resulting in discussions to reduce part returns and the related costs.

• Coordinated the transfer of return parts to appropriate analysis centers and, if applicable, registered suspect parts in the return database

• Supported product changes, customer plant trial runs, and safe launch activities at customers’ facilities. Continental Automotive (Contitech Thermopol, LLC)

May 2017 to September 2020

Supplier Quality Assurance Engineer

• Managed supplier base for all commodities at the plant level

• Assisted program management with external and internal supplier new product/APQP activities to ensure milestones (gates) were being met per timing and customer requirements.

• Worked directly with global R&D to develop engineering guidelines, standards, and requirements.

• Successfully collaborated with suppliers to improve product and process quality through onsite workshops, development of PFMEAs/Control Plans, and assisted with correlation studies and inspection plans.

• Reviewed and engaged with supplier process continuous improvements, process validations, supplier-initiated change notifications, and ISIR/FAI expectations to assure internal and external processes are adequate to meet specifications/requirements.

• Reviewed design drawings and processes with suppliers to assure gauging and fixturing and compliance with requirements.

• Gathered and reviewed supplier Maintenance Repair (PM) material list to assure product risk was mitigated.

• Held responsible for and aided in compiling and reporting on supplier performance metrics/statistics; monthly PPM reporting to Head of Purchasing NA

• Initiated and assisted suppliers with Corrective and Preventive Actions and assured actions were adequately closed utilizing 8D, Ishikawa, and 5-Why problem-solving tools.

• Assisted in complaint investigations related to product quality from suppliers affecting OEM customers (Field returns and warranty returns)

• Planned, developed, and managed the structure for incoming quality inspection processes and methodology.

• Implemented the supplier chargeback process for complaints related to the Cost of Quality

• Trained and/or assisted supplier quality personnel in inspection techniques and the use of new equipment.

• Collaborated with supplier base to ensure that suppliers operate in accordance with established requirements per the Continental Supplier Quality Requirements Manual (SQRM) and review the OEM customer requirements.

• Wrote and/or assisted in writing and developing quality management system processes, work instructions, SOPs, and forms in conjunction with suppliers and internal purchasing control requirements.

• Held responsible for control, content, and validation of supplier PPAP documentation for all external and internal suppliers. Wabtec Passenger Transit

March 2017 to May 2017

Supplier Quality Engineer

• Embedded at supplier base to manage NCE/NCRs and establish KPIs to facilitate an end date and/or maintain activities to close out long-term issues.

• Worked with the global R&D team to develop engineering guidelines and standards.

• Reviewed process flows, PFMEAs, Control Plans, and work instructions pertaining to customers’ parts processes, and aided in identifying gaps.

• Reviewed and identified suppliers’ manufacturing risks and improvement potentials. Assured actions were taken to closely identify production issues.

• Drove and followed continuous improvement at suppliers by closing the gaps identified by Alstom and SQA/SPQD evaluation specialist auditors.

Yanfeng Automotive Interiors

July 2016 to January 2017

Supplier Quality Engineer

• Maintained adherence to product quality standards for incoming materials and finished goods.

• Supported new product launch for automotive interior parts (door panels, steering wheels, and dashes)

• Identified and recorded any problems relating to the product, process, and quality system.

• Utilized 8D methodology to address and implement process corrective actions. Coordinated customer-approved third-party quality system requirements; initiated, recommended, and provided solutions through designated channels, managed reduction of further processing, delivery, or installation of nonconforming products until the deficiency was resolved.

• Collaborated with customers and vendors on quality-related issues.

• Resolved potential quality problems and analyzed data and performance of incoming and outgoing products.

• Documented and organized parts drawings and prints

• Compiled and reviewed sample submissions from vendors

• Evaluated supplier PPAP package.

• Incorporated safe working procedures into all daily activities in the facility, reviewed and coached quality technicians in accordance with the plant goals and expectations.

ZF Transmission & ZF Friedrichshafen

October 2010 to June 2016

Supplier Quality Engineer/Resident Quality Engineer

• Coordinated technical activities for purchased components as they affected form, fit, function, cost, and compliance with ZF requirements.

• Held responsible for all vendor-related quality issues and performed quality audits at supplier facilities.

• Led and directed the execution of process controls, incoming inspections, and completion of related supplier development projects; led plant quality initiatives with teams as needed.

• Evaluated and resolved issues with day-to-day operations and/or customers as required.

• Provided technical, organizational, and team leadership for supplier quality engineering and related activities.

• Worked with purchasing to select and develop suppliers through regular assessment, planning meetings, APQP tools, and plant visitations.

• Analyzed ongoing supplier performance and efficiency through monthly key performance indicators (KPIs) in conjunction with the corporate supplier group.

• Oversaw and reviewed the approval process of supplier PPAPs for engineering changes (new and modified parts); interfaced with plants, projects, and customers, as necessary.

• Monitored supplier rating system and initiated appropriate corrective actions as needed.

• Performed initial problem investigation and containment activities at the plant or program site for purchased direct materials.

• Oversaw and directed periodic and special surveys of supplier facilities and manufacturing processes to determine the adequacy and capability of quality control and ability to comply with complete specifications.

• Initiated supplier-related 8D’s to resolve nonconformance, delivery, warranty, and/or other performance issues as necessary; communicated with the relevant QE and/or supplier and ensured timely closure and effectiveness.

• Performed and/or directed the inspection of purchased direct materials as needed; supported processing and disposition of supplier nonconformances and initiated supplier chargebacks to recover significant costs of quality associated with poor supplier performance by utilizing SAP and other quality tools as applicable.

• Led and/or participated in APQP teams to launch new products in accordance with ZF (supplier development as applicable, internal documentation, supplier-related documentation, gauging requirements, including Run @ Rates and PPAP runoffs)

• Tracked supplier performance by reviewing key performance indicators (KPIs) and implementing other metrics where applicable; measured ongoing performance.

• Provided tools for direct reports to achieve goals and received plant support (in terms of personnel, equipment, training, deviations, and signoff)

• Maintained professional and technical knowledge by attending educational workshops, and formal training, reviewing professional publications, establishing, and expanding professional networks, and participating in professional societies.

• Informed and developed the required ZF lot/durability testing for purchased components for suppliers and tracked performance.

• Served as the first point of contact for the dealership on all quality claims from the final customer, including failure analysis on the vehicles.

• Collaborate with R & D Globally to develop Engineering guidelines and standards.

• Traveled to retailers on a regular basis to proactively monitor and investigate the product quality and effectiveness of product improvements and assist retailers with difficult diagnoses and repairs.

• Provided training support and assisted the retailer in developing the retailer's technical staff.

• When not traveling, provided technical support via phone to JLR retailers and FSE/AMM and reviewed field reports to identify new opportunities.

• Led and assisted with root cause field investigations, either independently or with FSE and JLR personnel

• Reviewed repair procedures and advised on service equipment needs.

• Educated the dealer technicians on proper diagnostic and repair procedures when investigating, to enable the technicians to perform the job on their own in the future.

Cooperated with customers to issue TSBs or service fixes if required.

• Performed permanent verification of the efficiency of the containment actions in the field.

• Participated in customer quality meetings for field issues.

• Studied repurchases and trade-assisted vehicles and provided recommendations to reduce similar cases from reoccurrence. BMW Manufacturing - Engine & Chassis EA/EF Analysis Center November 2001 to June 2010

Supplier Quality Assurance (QMT)/Internal Quality Management Parts/Application Quality Engineer OBD- EOBD

• Analyzed supplier capabilities; developed and maintained supplier quality metrics.

• Performed supplier quality systems audits and provided support for supplier quality systems improvements.

• Worked with the global R & D team to develop engineering guidelines and standards and with project work teams to define project deliverables and project planning, and develop new work processes, new tools, and functional capabilities.

• Maintained and improved existing quality systems processes.

• Supported the assembly line by answering all supplier-related parts concerns calls.

• Verified that parts meet the quality specifications.

• Responded to all quality indicator concerns including, 8D’s, QZ, LDP, road tested and reworked RMU’s/Q-Index, QA’s, aged inventory, PPM vs. non-PPM defects, and yard campaigns.

• Supported production problem-solving activities related to internal quality, ergonomics, and other issues.

• Investigated root causes of field complaints and prepared a proposal for countermeasures and follow-up.

• Administered activities to document problem status.

• Determined whether an issue was caused by a supplier, design, or assembly process.

• Supported root cause analysis and tested countermeasures/solutions to confirm the issue was solved.

• Confirmed OBDII communication protocols existed with service industry tooling and onboard emission-related testing was being performed by control units and non-diagnostic information, which was required, was present.

• Conducted random induction of failures into pre-released SW in vehicles to confirm required faults were set and supported information for accuracy.

• Investigated self-induced failures to confirm accuracy on series vehicles.

• Monitored and tracked all dynamic functions by screening vehicles in different test environments and documented under strict guidelines.

• Tested, evaluated, and confirmed pre-release/release software (MS43, MS45, DDE4, DDE5, ME7, and ME9), hardware

(Bosch and Siemens) control systems, application data, engineering process changes and deviations for all engine management systems.

• Gained familiarity with SAE Communication Standards (J1939) and MATLAB/Simulink

• Identified, analyzed, and documented defects, questionable functions, errors, and inconsistencies in software program functions, outputs, and content.

• Initiated standards and methods for inspection, testing, and evaluation utilizing knowledge in engineering fields such as electrical and mechanical.

• Analyzed, evaluated, and diagnosed performance issues on 6-cylinder (M54), 8-cylinder (M62 and N62), and diesel (M57) engines.

• Conducted and evaluated tests on vehicles to evaluate engine exhaust emissions.

• Provided superior automotive assistance to the EA/EF (engine and chassis), TS-4 (process), TS-M-2 (supplier quality), and TSH-5 (environmental) engineering groups.

• Collaborated on ‘A’ rank issues in production and supplier lines.

• Specialized in areas of quality control such as incoming material, product evaluation, and reliability and inventory control.

• Performed failure analysis of engines and engine management system warranty parts from dealerships in EU and US. Education/Certifications

• University of South Carolina Upstate

Bachelor of Science - Computer Information Systems

• Greenville Technical College

Associate of Industrial Technology (GM Automotive Technology)

• VDA 6.3 Auditor 2013

Create data-driven Quality Control Plans for the testing and evaluation of raw materials, in-process and finished products; Develop methods for sampling and testing, analysis and reporting of data and training materials to support these activities Develop and maintain training plans in QA. Foster a culture of learning and career development; provide a learning pathway for team members to become highly effective in data analysis, implementation of quality best practices, root cause analysis and analytical problem solving Develop site quality leading indicators, and processes to monitor and improve plant quality culture, focusing on behaviors and mindset; develop leadership initiatives to improve and sustain a culture of engagement and learning. Support the operations team by creating a culture of quality excellence for ALL Business Units and maintenance teams. Develop quality control competencies and skills within these functions through standardized processes, training and auditing Create data collection, analysis and reporting methods and effective KPIs/metrics to drive improvement at the Business Unit and site level; develop a data-driven approach to finding high-impact improvement projects, and work with operations on scoping and execution Provide technical leadership by participating in and leading Process Capability Studies & FMEAs, training team members, facilitating improvement projects, incorporating quality into SOPs, and contributing to the continuous improvement of the TPM framework. Provide higher-level data analysis support (ANOVA, Regression, DOE).Manage the processes for collection, analysis and reporting of performance and product conformance data to support the Business Unit team members and operations leadership Develop and continuously improve key QMS processes including CAPA, Document Control, Internal Auditing, Calibration and Control of Instruments, Control of Non-Conforming Material and Product Validation Drive a highly effective Corrective and Preventive Action process. Employ the use of efficient and effective root cause analysis tools, and lead/facilitate teams to find and execute sustainable solutions Champion the implementation and use of Statistical Process Control to monitor key processes; ensure SPC is applied where necessary, practitioners are trained in both QA and operations, and operators are fully trained to respond appropriately to process deviations Facilitate conflict resolution with internal/external stakeholders or leaders via proactive communications and by leading process improvement initiatives. Provide leadership for QC specialists and technicians to help direct prioritization and focus on data analysis, reporting, and process improvements Act as the point of contact for external, customer and/or third-party quality audits; Reinforce constant vigilance to an “always audit ready” culture; Work with third party auditors to close findings Manage the process by which non-conforming material is segregated, controlled, dispositioned and resolved Support Corporate Quality reporting through timely data collection and submission Assist the QEHS Leader in developing and maintaining the budget, forecasting costs, and conducting regular analyses of financials and quality performance metrics 5 years of experience in manufacturing quality Bachelor’s Degree required (Engineering or Technical field preferred)Experience with Control Charts, ANOVA, DOE and other statistical techniques Experience with ISO 9001 or other Quality Management Systems. Experience in a fast-paced / highly automated operations environment preferred Six Sigma or ASQ certification preferred Competency in Microsoft Office Suite and experience with SAP or similar manufacturing data systems Ability spend significant time standing on the manufacturing floor with some frequency of computer work.

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