Main Responsibilities:
· Ensures the professional resolution of post-sale customer
complaints/disputes/ requests, in coordination with Sales, Operations, and
other internal and/or external teams.
· Perform quick/professional response/communication with customer within
target time line all through the case resolutions. Escalate timely to avoid
issue pending some there without progressing
· Effectively arrange resource from factories or service team to ensure
the time presence at customer field for problem solving.
· For each complaints take lead the RCA analysis with cross function
support and provide professional 8D report or statements to
customer after case close.
· For critical case travel to customer site to lead the case resolution
and communication/negotiation if necessary.
· Ensure CCRP digital tools operated correctly with smooth flow and high
quality flow in warranty team and cross-functions.
· Collect and archive complete information/communication/measurement data
for each single case into system/share folder with high quality and on-time.
Complete handling-process traceability should be guaranteed for every case.
· Work with Quality control team to initiate quality improvement projects
with solid data/documentation as input offered to internal
cross functions.
· Efficiently follow warranty process and continuously improve in a
dynamic way to drive fast/professional response to customer through internal
collaboration.
· Improve self-competency through self-learing, internal/external
training, including basic product knowledge/business
process/communication/customer report etc., to act as professional interface
both for customer and internal functions.
· Bring customer voice to internal functions to raise awareness of
customer centric quality culture. Improve customer satisfactory onto after
sales support through right strategy and cross team collaboration in an
efficient/professional way.
Qualifications:
* A Bachelor's degree in mechanical/electrical engineering or related, in a
5+ years of experience in industrial organizations within quality or technology
functions.
* Solid experiences in customer quality management will be preferred
* Excellent communication skill
* Gook knowledge onto quality tools
* Fluent in Chinese and English with strong written and verbal communication
skills