Your role and responsibilities (Mandatory)
In this role, you will have the opportunity to support the deployment of the quality strategy for a local organizational unit, including quality culture, systems, tools, and competent teams with the aim to achieve and exceed customer expectations, while ensuring sustainable operations. Each day, you will assist the organization in achieving the right mix of prevention, continuous improvement, robust root cause analysis, quick response, and sustainable solutions to problems. You will also showcase your expertise by collaborating with local functions that impact the quality results to reach the targets for the organizational unit and aim for world-class performance.
You will be mainly accountable for:
Complaint Reception and Response: Respond to customer complaints within the specified time limit, confirm complaint acceptance, send preliminary responses to customers, clarify responsible persons and estimated timetables.
Create and maintain customer complaint records within the CCRP system to ensure information completeness and real-time status updates.
Coordinate internal and external resources, conduct preliminary analysis and formulate plans, and quickly resolve customer on-site issues.
Maintain proactive communication with customers, regularly synchronize progress to ensure they are informed and valued.
Organize and lead the 8D problem-solving process, coordinating relevant internal departments (production, engineering, procurement, etc.) to participate in the analysis.
For recurring complaints or systemic issues, proactively initiate improvement projects to prevent similar problems from recurring.
Completed the writing of 8D/RCA/quality declaration reports to ensure the report content was accurate, logically clear, and professionally languaged, meeting client reporting requirements.
Formulate and update quality standards and work norms for on-site services, train on-site personnel, and standardize on-site safety operations.
Supervise and support the work of field service engineers, and, when necessary, participate in major fault handling or on-site service activities for important clients.
Establish and regularly update the on-site service quality database, record the type, causes, handling plans, and results of each service, organize team sharing and discussion, and accumulate knowledge.
We accept customers' technical inquiries and provide professional guidance on product usage, installation and commissioning, maintenance, and remote fault diagnosis.
Organize and maintain a common technical FAQ database to improve response efficiency and consistency, reducing repetitive work.
Based on customer needs, organize or participate in product usage and maintenance training to enhance customers' ability to independently handle common issues and reduce service frequency.
Prepare and update customer technical support materials, including FAQ manuals, operation guides, and common fault troubleshooting guides.
Collect customer training feedback, continuously improve training content and methods, and enhance customer satisfaction.
MES customer complaint data is updated weekly in a timely manner, including: number of new or closed complaints this week, progress of key complaints, on-site service status, technical support, and risk warnings.
Monthly summary of customer complaint KPIs (complaint volume, response rate, closure rate, duplicate complaint rate, etc.).
Maintain close communication with the sales team, promptly share customer quality updates, and jointly maintain customer relationships.
Collaborate with departments such as quality, production, engineering, and AME to ensure customer problem analysis reaches the root cause, corrective actions are implemented, and process improvements are carried out.
Complete other tasks assigned by the Quality Supervisor/Quality Manager.
