Customer Satisfaction & Quality Engineer

Job description

Job Description:

Support the Quality and Customer Satisfaction Department for all activities and drive quality and customer satisfaction inside the organization.

Role & Responsibilities

Customer Complaint management

· Handle and follow up of Customer complaints and VOC feedback.

· Ensure day to day customer complaints and issues are managed and resolved in timely manner and conduct root cause analysis

· Conduct customer call back and visits , coordinate with the concern personnel for the action(s) to satisfy customer issues, monitor the effectiveness and closing of action.

· Maintain the customer complaint registered in bfo

Handle country product containment action/problems, technical risk & product safety alert and customer safety issues.

· Collaborate with concern Product activity managers of respective BU's to assess the impact on the local market or customers.

· Monthly meeting with activity managers, After Sales Department and plant to review Quality issues status

· Monitor and report in bFO the progress/closing of the action(s).

· Initiate defined reimbursement process for each containment action/problems, technical risk & product safety alert.

Maintain the Organization Quality Documentation System.

• Ensure all Quality Management System documents in the network library are current version.

• Maintain the issuance of document references for new or revised QMS document.

• Provide support to departments/divisions for the documentation of related QMS documents, if required.

Maintain internal audit system.

• Prepare the company's audit plan. Lead the internal audits execution.

• Assign auditor(s) for each respective area to be audited.

• Assist internal auditors for any ambiguity on audit findings.

• Analyze audit result, prepare a consolidated report, and propose improvement initiatives to the management and monitor the closing and effectiveness of corrective action.

Provide quality support and improvement initiatives on Projects, Manufacturing & Supplier Quality whenever required.

· Preparation of quality plan, defect investigations, process analysis, non-conformity escalation and conduct FMEA

· Provide training for new Quality tools and process,

· Support the resolution of day to day product quality issue,

· Initiate cases for CCMP, I2P, TEX etc.

Desired profile

Qualifications :

Qualification and Competency

· Bachelor/Master degree in Engineering or Quality Management

· 4-5 minimum Experience

· Ability to identify issues/risks, analyze and understand underlying causes, and implement appropriate action plans

· Quality Assurance: International Standards for Quality (ie, ISO 9001...); Process Mapping; Quality Audit Methodology

· Quality Tools: 8D, Statistical Process Control (SPC); Failure Mode & Effect Analysis

·  Excellent communication skills