AREAS OF KEY RESPONSIBILITIES: Customer quality complaints handling
Coordinate all related internal functional departments to handle customer complaints using TECHS system, follow up with relevant functions to ensure that their corrective actions are in place and effective in order to provide customers with corrective action responses on time and avoid re-occurance Customer quality complaints handling procedure maintenance
Make sure proper and effective procedures are in place and set up continueous improvement operation procedures in customer quality service in order to collect all customer complaints and make business quality transactions smooth and sucussful Control customer complaint response time
Establish, monitor and contineously review processes in order to meet (exceed) customer expectations and TE global requirement for on time customer complaint response. Customer complaints reporting
Establish weekly and monthly customer complaints summary and report to quality team and quality manager, establish and maintain systems and provide reports to evaluate complaints by products, product groups and failure class (VOC) for management team in order for them to better lead/manage quality activities and achieve consistent and relevant quality performance. Customer relationship
Establish strong personal relationship with customer departments/individuals handling complaints through frequent customer visits, conducting customer satisfaction surveys, indepth-interviews and establishment of quality concern priority lists in order to allow for efficient and proactive response to customer quality concerns and run quality containment actions successfully. TECHS System Training and Customer training
Provide continueous TECHS training for relative departments and customer in order to ensure efficent and effective usage of TECHS system for all customer complaints. Coordinate and monitor containment actions
Act as customer contact window for quality complaints and lead urgent replacements, re-work, re-work instructions, on-site help or any other support required in order to ensure timely and effective problem solution is provided. Coordinate and lead customer quality audits
Supervise organization and carry out of onsite customer quality audits in all locations, support establishment of technical and other documentation required by customer, communicate with customer ahead of the audit to clarify and align expectations, coordinate and supervise implementation of audit action items and its communication in order to achieve customer release. MINIMUM REQUIREMENTS Education, Technical Qualification & Experience Master/Bachelors degree in engineering or technology areas or related background.
Minimum 5 year’s QE with customer quality handling experience, strong standard tools knowledge (8D report etc.), manufacturing experience, work record in international company, preferably worked in industry with high product quality awareness and standard processes like automotive
Very good command in English Personal Attributes & Competencies Strong organizational and interpersonal skills
Positive and problem solving capability
Open minded and good communication skills
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