Customer Satisfaction and Quality Engineer

Job description

SUMMARY OF JOB FUNCTION:
The primary objective of this function is to ensure that Schneider Electric meets the satisfaction and quality requirements of our customers and that all Quality Goals, Strategies and Key Result areas are effectively communicated, implemented and monitored. The function is responsible in ensuring that all departmental goals are deployed to all Quality Assurance Engineers and subsequent functions. The CS&Q Engineer is also responsible in helping the CS&Q Manager develop Key Strategies, identify and provide support and resources necessary to achieve the departmental goals. Another key responsibility of this function is to monitor and proactively review the team's performance, in cases where potential misses on critical goals are foreseen and to develop and execute recovery plans.
Key Internal contacts : Line Quality, Platform Engineering, Methods Engineering, Test Engineering, Qualifications Engineering, Purchasing and Warehouse Team, Continuous Improvement Leaders, Manufacturing Operations Team and Manufacturing Operations Manager.
Key External contacts : Line of Business (LOB) Engineers/Managers, Offer Quality Leads (OQL), Product Management group, Design teams, Field Service Engrs, Japan Quality Assurance, Quality representatives from Suppliers, Sales & Marketing Representatives, Call Center & Tech Support Team, Customer representatives.
KEY FUNCTIONS:
· Extract and Analyze Plant Return Rate (PRR) data then Drive improvement projects with Cross Functional Team (CFT) to achieve set goals
· Track and drive the effective resolution of Customer Claims as well as other factory issues affecting Customer Satisfaction, challenging the team's output to ensure that the product conforms to customer requirements and prevent defect recurrence
· Organize and assist customer representatives coming to the Factory for FAT Witness and Factory Tours
· Escalate issues that cannot be resolved in the unit/entity level and ensure that these are taken into account by the competent organization
· Assists the QA Manager in mapping out key strategies needed to support or achieve the departmental goals, defining the needed resources to implement such strategies
· Deploys quarterly and annual departmental goals on his/her respective area of responsibility
· Acticipate customer needs and drive proactive customer satisfaction improvements within and outside the local scope, creating a sense of win-win partnership
· Proactively monitor and review teams performance and provide intervention (coaching, supervision, recovery plans etc) if needed
· Conduct system & procedural reviews and improvements as needed, to support the effective implementation of the Schneider Production System (SPS) and the Quality Management System in his/her area of responsibility
· Communicates with other business group leaders
· Participate in the activities of the Regional Quality Network
· Acts as focal person in behalf of the QA Manager in his / her absence
· Perform other related tasks that maybe assigned from time to time

Desired profile

·  Bachelor of Science in Engineering
·  Ability to define, implement and report quality indicators/dashboards which trigger continuous improvement actions and to assess the quality level of a process and its outputs.
·  Ability to identify issues and risks, analyze and understand underlying causes, and devise appropriate action plans.
·  Ability to alert/stop and put an end to any process which would endanger customer satisfaction or decrease internal performance on the basis of factual measurements.
·  Has ability to prioritize and execute under challenging time constraints, making decisions based on facts and data
·  Strong sense of customer satisfaction and willingness to take challenging tasks
·  Ability to get things done through influence, breaking the resistance to change. Encourage working groups by sharing their knowledge. Share talents, resources and know-how. Build an agile NETWORK and promote synergies.
·  Ability to monitor and follow-up on plans using relevant metrics (short-term and long-term). Take the necessary steps to overcome obstacles and push goals. Maintain high levels of energy in a fast-paced environment.
·  Excellent communication skills with different levels of the organization
·  Ability to develop short and long term quality improvement plans
·  Strong exposure & deep understanding of the 8D methodology
·  Knowledge of manufacturing processes, QC tools, and other problem solving methodologies
·  Atleast 3 years working experience in the field of Quality Engineering/Assurance and/or Customer Satisfaction
·  Atleast 2 years working experience in the field of Product Engineering, or equivalent technical knowledge on UPS products (3phase and 1Phase)
·  Experience in conducting Process and System Audits
·  Skilled in data analysis, with the ability to handle and convert massive amounts of data into an executive summary
·  Excellent presentation and technical writing skills
·  Extensive experience in using MS Excel & MS Powerpoint