Customer Complaints Management
• Lead customer complaint handling from issue notification through closure.
• Act as the primary quality contact for OEM and Tier-1 customers.
• Ensure timely containment, root cause analysis, and implementation of corrective actions.
• Drive structured problem-solving methodologies with 8D/A3/PDCA/5 Why/Ishikawa Analysis etc tools.
• Verify effectiveness of corrective actions and ensure recurrence prevention.
• Coordinate customer plant visit, audit, and issue review related to customer quality problems.
KPI: Complaint closure lead time/8D on-time submission rate/Customer PPM reduction
Customer Escalation & Crisis Management
• Lead quality escalations for critical customer issues.
• Coordinate cross-functional teams actions needed.
• Establish containment strategies and recovery plans.
• Provide regular status updates to senior management and customers.
KPI: Number of escalations/Escalation closure timing/NCC2
Customer Satisfaction Performance Management
• Monitor and analyze customer scorecards and customer satisfaction metrics
• Develop improvement plans to achieve customer targets.
• Lead scorecard recovery actions for underperforming accounts.
KPI: Customer scorecard rating/PPM performance/Customer satisfaction level
Customer-Specific Requirements (CSR) Management
• Ensure compliance with: IATF 16949 / VDA requirements /OEM Customer-Specific Requirements
• Review and negotiate customer quality agreements.
• Manage requirements related to: Defect catalogues /Appearance standards /Traceability/Warranty obligations/Delivery quality expectations
KPI: CSR compliance/Audit findings related to customer requirements
Warranty & Field Quality Management
• Monitor field claims and warranty returns.
• Analyze warranty trends and identify systemic issues.
• Coordinate return material investigations.
• Drive lessons learned into: Product development /Process engineering/Material development
KPI: Warranty cost reduction/Repeat failure reduction
New Project Support
• Support APQP activities for new programs.
• Review customer quality requirements during quotation and launch phases.
• Participate in: APQP reviews/FMEA reviews/Control Plan reviews/PPAP approvals
• Ensure customer concerns are integrated into project risk assessments.
KPI: Launch quality performance/Customer approval rate
Continuous Improvement
• Lead customer satisfaction improvement programs.
• Analyze recurring complaint trends.
• Implement preventive actions across plants.
• Facilitate knowledge sharing and lessons learned.
KPI: Customer complaint reduction/Repeat issue elimination
• University degree or above (Technical or scientific);
• Advanced Knowledge in Quality Management Systems (ISO/TS 16949 / IATF 16949, VDA, customer requirements) and Q-Methods (APQP, PPAP, FMEA, MSA, SPC, Six Sigma).
• Expert in Customer Complaint Management and tools (8D , A3, PDCA, Yokoten…)
• Experience in the QM functions of Automotive > 5 years, Experience in customer quality function > 3 years, prefer experience with surface materials (production, processing, testing, application)
• Leadership Experience with team member > 5
• Project experience in problem solving and process improvement
• Experience with matrix organization
• Good communication and negotiation skill