Job Responsibility:

1. Verifying customer failure description of technical complaint, checking of possible failures.

2. Registering the result of the analysis in the ICM Database

3. Document the complaint analysis report.

4. Escalate to 3rd level for further analysis, if applicable

5. Informing customer about the result of the analysis

6. Ensures compliance with agreed timelines and service level.

7. Initiation of On-Site Support if necessary

8. Ensure a close cooperation with Q function of countries/clusters/ HQ

9. Ensure a close cooperation with different departments (Development, Testing, Product Management, Plant Quality…) as far as necessary.

10. Transferring of analysis report to customers.

11. Sharing the knowledge to AE, TS, PMM, R&D for prevention.

12. Efficient, reliable communication, and professional communication required for expert level

13. Coordination with PMM, R&D, Q function of plants

14. Explanation 8D report to customer

15. Problem solving skills required depending on the position levels:

16. Management of cross-functional teams, which were set up to resolve specific problems (Problem Solving Groups)



Job Requirement:

1. Engineering study (mechanical, electronics, mechatronics, automation) or equivalent skills

2. Knowledge in problem solving (Corrective and preventive action, 8D, 5Why, Ishikawa, …)

3. Knowledge in understanding specification sheets, customer requirements, technical drawings

4. Local Language, English independent usage

5. IT skills: such as SAP, Office,

6. Optional: Managerial abilities (especially leading Problem-Solving Groups)