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The Quality Customer Care Technician has the responsibility to execute customer satisfaction through customer complaint response procedures according with customer specific requirements, 8D, DPS, DPRTS, Customer Portal, control plan execution and PFMEA update.
Job Responsibility:
Ensure customer satisfaction process
Ensure customer KPI's performance
Ensure customer complaint response on customer portals for all WFCC and CSE reports
Ensure customer specific requirements and communication to plant
Any other work activity related to your position
Flow 5 / Mass production: Ensure customer satisfaction process
Liaison with Customer to improve customer satisfaction
Quality Alerts implementation
Implement ICA (Interim Containment Action)
Analysis of part returned due a Warranty issue
Prepare a Customer Presentations for quality Issues
Ensure temporary measures are eliminated once process performance & stabilization are back to expected levels
Monitor customer KPI performance, analyze data over weekly, monthly, annual periods
Apply continuous improvement process to upgrade customer KPI’s, identify most relevant continuous improvement activities
Perform corrective action process for customer KPI’s below target
Ensure lessons learned database to capitalize learnings
Liaison with Customer to rapidly address quality escapes
Coordinate with the multidisciplinary team the problem solving
Control of all inventory available at pipe line
First answer: 24H
Ensure root cause analysis process completion
Ensure the implementation of irreversible corrective actions
Final answer with root cause identified and action plan defined: 14 days
Submit corrective action related to customer complaints (WFCC, Unformal, WIRS) on customer portals
Control of sorting services related of Customer complaints
Coordinate RMA
Containment: immediate
Ensure that quality checks & rework are well defined, managed & data collected for effectiveness verification
Ensure monitoring of customer specify requirements on the customer portals
Identify change on the Customer Specific Requirements
Notify Customer Specific requirements to plant areas involved
Apply customer specify requirements changes
Verify proper execution of customer specific requirements