Senior Quality Document Technician

Swagelok, a global organization and one of the largest employers of manufacturing talent in Northeast Ohio, is driven by core values of Quality, Integrity, Respect for the Individual, Customer Focus, Innovation, and Continuous Improvement. For over 75 years, dedication to these values has been the foundation for success, with products used in space, at the bottom of the ocean, and everywhere in between. The organization demonstrates a commitment to these values and to those brought onboard, offering a culture that promotes learning and development where employees can do their best work with a true sense of purpose and belonging.

1st shift | Solon, Northeast Ohio, USA

Position Summary

This position is responsible for processing certification requests and creating product compliance documentation in support of distributor sales and customer orders. Technician role that utilizes the Product Certification System (PCS) and other cross-functional business systems to create certification packages and provide support for specific documentation requirements and product compliance inquiries. This customer-facing position includes direct interaction with SSC (distributor) office contacts and end users, and requires strong communications skills to build solid working relationships with both.

Essential Duties & Responsibilities

• Create and issue product compliance documentation and communications of varying degrees of complexity:
  • product certification packages,
  • customer inquiries via the ServiceNow system,
  • technical letters regarding Swagelok's quality systems, materials and compliances,
  • support information available on the Product Certification Sharepoint site
• Provide excellent customer service for certification requests, using the standard work approach to ensure consistent service and document quality
• Collaborate between the various engineering departments and external customers to provide timely resolution for product compliance and documentation questions
• Review customer purchase orders for Nuclear safety-related fittings
• Administration of departmental databases and electronic systems
• Maintain department metrics and reports
• Contribute, coordinate, or lead departmental initiatives or special projects

Additional Expectations

• Effectively communicate with internal and external customers, both written and verbally.
• Provide resolution for non-routine product compliance and documentation questions
• Competence with reading and understanding customer purchase order requirements
• Understand and apply Swagelok's product trace systems, ensure that electronic traceability is maintained between system identifier and Trace ID of documentation, and drive resolution of trace issues.
• Implement improvements to department work instructions and procedures through the Swagelok Improvement System (SIS)
• Participate in Discipline Problem Solving (DPS) activities to resolve CAs or departmental issues.
• Participate in CEDAC and other lean events that drive department improvement opportunities

Education and/or Work Experience Requirements

Required:

• Education: 2 year associates; High School diploma or equivalent; technical aptitude or equivalent experience preferred.
• Experience: Minimum of 2-years of experience with SAP, batch management, bills of material, and part text required. Knowledge of product design and product trace systems preferred.
• Skills/Knowledge: Excellent customer service, written and oral communication skills are required. Demonstrating attention to detail, sound judgment, and knowing when to seek to understand is important. Knowledge of Swagelok's product families and quality systems is preferred. Person needs the ability to speak with confidence on certifications issues using both document content and available supporting evidence.

Critical Competencies

• Service Orientation – Understand customer's needs and works to exceed them.
• Communication – Sends clear and convincing messages in an open and effective way; listens well and responds thoughtfully to communications from others.
• Achievement – Demonstrates the ability to prioritize personal and departmental workload and ensure coverage during scheduled absences.
• Reliability and Integrity – Delivers what is expected on a consistent basis.
• Flexibility – Adapts to meet the challenge of the situation, drawing on a wide range of skills.
• Accountability – Take personal responsibility for delivering results.
• Teamwork and Collaboration – Works with others toward the shared goal of meeting internal and external customer needs.

Working Conditions and/or Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

Benefits

Swagelok provides a comprehensive package of valuable benefits called Total Rewards focused on health and wellness, compensation, retirement planning, and supplemental rewards.