Customer Liaison

Who We Want:
We are looking for a proactive and customer-focused professional to serve as a key point of contact between our customers and Challenge Manufacturing. As a Customer Liaison, you will be responsible for building strong relationships with our customers and ensuring their expectations, concerns, and feedback are clearly communicated to the appropriate plant teams. You will act as the voice of the customer within our organization, working closely with internal stakeholders—especially within quality—to drive continuous improvement and customer satisfaction.

What You'll Do:

• Understand how Challenge products impact customer vehicles and build metrics
• Know where, in the assembly plant, our parts are introduced into the vehicle
• Know how our parts interface with others in the vehicle to understand important build criteria
• Interact with customer personnel frequently to demonstrate customer care/interest and to promote teamwork and cooperation for the common good
• Determine the key customer personnel that are involved with the utilization of Challenge parts, and understand their individual roles with respect to our performance
• Maintain strong communication flows that facilitate awareness of build issues as they arise
• Introduce key customer personnel to Challenge Quality Managers and Engineers, and enhance their relationships
• Visualize the condition first-hand to ensure obtaining appropriate problem definition
• Demonstrate a sense of urgency for addressing customer concerns
• Earn customer’s trust by providing fast response and committing to timely countermeasure feedback
• Communicate customer build issues to both Corporate and Operations personnel
• Make sure that Quality, Engineering, and Management personnel are made aware of the customer concern and expectations, and provide an understanding of how the issue is impacting them
• Distribute Customer Contact Report on a weekly basis
• Provide a more detailed understanding of the problem with those Challenge persons assigned to address the issue
• Support problem resolution efforts
• Follow up to verify that the issue is placed on the Fast Response Board to ensure it doesn’t fall through the cracks
• Follow up to obtain resolution status information for customer feedback
• Collect and help analyze quality data, as required
• Review the manufacturing process, checking, error-proofing initiatives driven by the issue to help confirm that they are both thorough and effective
• On-site Support requirements
• Follow up with Customer plant personnel on open issues
• Maintain a good working relationship while a guest in the customers facility
• Perform any line side sorting as necessary to keep the customer running.
• Provide daily detailed communication back to CMC Corporate and Plant management teams.
• Assist the customer in any root cause analysis and corrective action as it relates to CMC product
• Interpret technical information such as part drawings, build criteria, and assembly flow.
• Understand the physical and functional integration of Challenge components in the customer's vehicle.
• Recognize and analyze Quality issues related to fit, alignment, torque, material behavior, and part performance.
• Visually assess part installations and identify potential build issues on-site.
• Work closely with engineering and quality teams to support root cause analysis and corrective action from an engineering and process flow informed perspective.
• Provide hands-on support when necessary, including basic inspection, measurement, or line-side validation tasks.
• Communicate mechanical concerns clearly and effectively to both technical and non-technical stakeholders.

When and Where:
This role is primarily based at our customer site in Austin, TX. Occasional travel will be required to our Challenge facilities for process evaluation and training. Additionally, periodic visits to our Austin facility will be necessary to assess and address any operational inconsistencies between the two locations.

Occasionally, this may require you to arrive early, stay late, or work on weekends, outside of our regular hours, to ensure we successfully meet customer needs, deadlines, or urgent requests.

What You Need to Have:

• Associate or Bachelor’s degree from an accredited college or university, or an equivalent combination of education and experience
• 5 to 15 years of relevant experience and/or training
• Demonstrates high standards of performance and personal accountability
• Takes ownership of actions, results, and mistakes with integrity and honesty
• Is thorough, accurate, and dependable in completing job tasks
• Resolves conflict objectively by listening, focusing on solutions, and following through
• Builds and maintains positive working relationships through constructive communication
• Uses feedback to improve performance and strengthen team collaboration
• Adapts to different roles and responsibilities to support workflow and business needs
• Works with urgency and responsiveness to meet customer and team expectations
• Maintains current knowledge and skills to effectively perform all job responsibilities
• Embraces change as an opportunity to grow and improve
• Collaborates well with others, sharing information and supporting team success
• Manages time effectively; is punctual and ensures adequate coverage when absent