- Over all monitor and respond the customer requirement and complaint handling (return, repair, service) progress according to the complaint handling process, ensure the cross functional team update complaint status on time.
- Interface with Shanghai plant on customer quality issue follow up comply with 8D process.
- CAR process facilitates, coordinate and monitor within location to ensure all the customer issue been internal identified and drove for improvement.
- QMS Documentation Maintenance
Contact window for product quality issues with OEM customers. Preliminary analysis for the quality issue feedbacks.
Monthly report the customer RPPM, COPQ and customer score card.
Parato analysis for the top customer issues, trend and improvement opportunities
Timely feedback to OEM and other key customers based on POP service differentiator, fast response and report to key OEM customers.
Initiate and manage OEM warranty reduction programs.
QMS documents publish and maintenance.
- Liaise with all customers and keep good communication to improve customer satisfaction.
- Work with CSEs / Sales company to better understanding the quality status on customer side.
- Deal with customers’ 0km&warranty complaints and monitor the problem-solving process.
- Organize and coordinate customer training at plant or service station.
- Perform 0km&warranty return analysis and report, prepare monthly RPPM report, maintain 0km&warranty database up to date.
- Involve 0km&warranty quality improvement activities.
- Negotiate warranty&0km compensation with customers.
- Visit customer site or service station to provide on-site technical support.
- Implement robust 1st level analysis for all returns or on-site problem.
- SQDC，Ops meeting-Quality report, RPPM & COPQ monthly tracking with major contributions.
- Hold up monthly quality meeting to present all customer quality issues to all related function to drive for solution and improvement.
- College or bachelor degree.
- Minimum 5 years working with multinational corporations with similar working background, customer quality experience is required.
- Working experiences with U.S. manufacturing organization is plus
- Good communication skills
- Fast response, customer oriented
- Good team player.
- Good logic and influence skill
- Self motivated and self starter
- English skill, read and write is required.
- Strong follow up and keep tracing for the CFT with result.
- People management by setting goals, tracking and feedback..
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