Reference : 563211

Quality Technician II

  • Technical Production
  • United States WORCESTER, MA
  • Permanent / Regular (US)
  • Posting date : 12/05/2018

Position description


Quality Technician II analyzes customer complaints for assigned product families to determine if the claims are justified and dispositions product in standard and non-standard conditions.  This technician is responsible for generating customer responses and entering them directly into the complaint management system.  Additionally, raw material testing of abrasives, binders and bond raw materials is performed along with the disposition and release of the tested materials in the appropriate electronic systems.  May apply specialized knowledge of molds and quality testing to troubleshoot and problem solve product, process and quality of product to reduce rejection rates, material costs and customer complaints.  RMA and DIT (damage in transit) are analyzed and a repair plan is generated when possible. This technician will also facilitate root cause and corrective action activities using standard tools.


The requirements listed below are representative of the knowledge, skill and/or ability required of the Quality Technician II.

Materials & Products

  • Perform advanced grading analysis on returned products and determine if it is within specification.
  • Works with a variety of raw materials, grains, powers, bonding agents, chemicals, or resin products for the purpose of material qualification, product testing and process testing.
  • Works with molds and mold equipment made from steel, aluminum or other metal material to evaluate physical properties during production and testing.


  • Depending on the product line, Quality Technicians may be multi-skilled machine operators capable of running production equipment for the purpose of testing and problem-solving.
  • May make sample products in order to perform material tests, property tests, shop floor process audits. 
  • Knowledge and ability to program and operate production machines, testing machines, inspection machines, balancing stations, destructive testing lab equipment, and all small hand tools used in inspection and testing of materials and product for assigned areas.  Examples are calipers, analog and digital micrometers, height gages, ring gages, computer systems, software products (SAP) used for testing or documenting, blueprints, and product specifications.
  • Ability to perform quick Kaizens for inclusion into the database and presentation to management.


  • Receive customer complaints, put together package of information necessary for thorough investigation of issues.
  • Accurately interpret information provided on the complaint and determine which product characteristics need to be investigated for conformance to the requirements in standard and non-standard conditions.
  • Contact Sales for further information on complaints if necessary.
  • Perform advanced grading analysis on returned products and determine if product is within specification.
  • Enter grade queue to analyze historical performance to determine if product is within specification (standard and non-standard conditions).
  • Determine repair plans for products that are found to be out of specification in standard and non-standard conditions.
  • Work with operators on repair plan to ensure that required rework is understood. Coach operators on complaint root causes and bridge competency gaps.
  • Plan and facilitate wheel jury in case of on machine breakages.
  • Disposition quality complaints and generate external responses. Provide response to engineer/manager to enter into the complaint management system.
  • Establish and implement containment plan when necessary from customer complaint.
  • Work with operations group to get wheels repaired for return to the customer.
  • May perform qualification tests on raw materials for quality and conformance to standards.  May send product or materials to internal or external testing labs.
  • Maintain quality records of all customer complaints. Purge records in accordance to the record retention policy.
  • Maintain quality records of all raw material testing performed. Disposition raw materials in standard conditions. Release raw materials to production.
  • Facilitate root cause and corrective action with operations using standard problem solving tools.





Profile description


  • High school diploma or general education degree (GED) and a minimum of 3 years’ experience in the specific product and materials environment in a Quality Technician role or equivalent.
  • General manufacturing skills such as blueprint reading, advanced math skills (measure in standard and metrics, conversions on volumes). 
  • Knowledge and use of standard and non-standard measuring devices (micrometers, indicators, calipers, etc.) to evaluate dimensional characteristics of product and determine if product is within specification.
  • Understanding of general dimensioning and tolerancing, capable of looking at a drawing and being able to interpret it. Can identify and recommend how to modify drawing for clarity in operations.
  • Capability to use personal computer and Microsoft Office applications, such as Excel, Word and Power Point for Kaizen and other presentations.
  • Knowledge of SAP, including routings BOM’s, Sales order creation and review and related aspects concerning researching and identifying products, processes, and all aspects of product manufacture and deployment.
  • This position requires at least 12 months' work experience to become proficient in all phases of the job and prior operator experience.



Who are we ?

Saint-Gobain, one of the world’s largest building materials companies and manufacturer of innovative material solutions, helps create great living spaces by combining comfort and sustainability. For more than three-and-a-half centuries, Saint-Gobain has been enhancing the wellbeing of people everywhere, whether it’s by addressing climate change, delivering true sustainable development, advancing the information revolution, participating in medical breakthroughs or playing a vital role in space exploration. Focusing on the intersection of people, innovation and purpose, Saint-Gobain helps to address the needs of today and the challenges of tomorrow – offering employees the opportunity to invent themselves and reshape the world.