1. Customer Complaint Management:
- Handle customer complaints, feedback, and ensure prompt responses.
- Maintain positive and effective communication with customers to address and resolve issues.
- Analyze customer claims and lead problem-solving (8D) teams within the factory.
- Prepare and submit comprehensive 8D reports to customers.
2. Problem Solving and Reporting (internal and external issues):
- Drives structured problem solving and ensures quality of problem solving.
- Challenge weak root cause analysis and prevent quick fixes.
- Coordinate and/or conduct evaluation together with production, QC and other departments where necessary for any inspection or reliability tests.
- Follow up on corrective and preventive actions and verify effectiveness of the solution.
3. Customer Relations:
- Represent the company in all customer interactions and assume accountability for customer satisfaction.
- Conduct regular visits to customers to maintain strong relationships and establish effective feedback channels.
- Coordinate customer audit within the factory and follow-up actions.
4. Quality Monitoring and Feedback:
- Monitor the quality performance of customer products, including after-sales performance.
- Perform statistical analyses on quality issues and provide feedback for operational improvements.
5. Change Management:
- Coordinate with customers on drawings and specification changes, ensuring alignment and proper implementation.
6. Collaborative Problem Solving:
- Work with other company plants to resolve cross-functional quality issues when needed.
7. Quality Control Oversight:
- Monitor and control the quality control functions within production to maintain high standards.
8. Management System Implementation:
- Implement and sustain ISO 9001 and IATF 16949 Quality Management Systems within the company.
9. Environmental, Health, and Safety (EHS):
- Ensure compliance with ISO 14001 and ISO 45001 standards, including adherence to EHS policies, procedures, and guidelines.
10. Internal Auditing:
- Conduct internal audits based on ISO 9001,IATF 16949, ISO 14001, and ISO 45001 standards.
What we're looking for
- Bachelor's degree or higher in a relevant field.
- Over 3 years of experience in handling China customer complaints,with proven success in resolving issues independently and effectively
- Proficient in quality control methodologies and tools, including8D process, Ishikawa (fishbone diagram), FMEA, SPC and Control Plan.
