Main Responsibilities:
· Lead Team to ensures the professional resolution of post-sale customer
complaints/disputes/ requests, in coordination with Sales, Operations, and
other internal and/or external teams.
· Lead team to ensure 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.
· Ensure the team to 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.
· Build efficient warranty process and continuously improve in a dynamic
way to drive fast/professional response to customer through internal
collaboration.
· Develop team competency through coaching, internal/external training,
including basic product knowledge/business process/communication/customer
report etc., to build professional interface both for customer and internal
functions.
· Improve customer satisfactory onto after sales support through right
strategy and cross team collaboration in an efficient/professional way.
· Leads Quality Assurance team (QA) to develop and deploy local
policies, regulations and processes that make up the Quality Management System
(QMS).
· Lead QA team to perform effective internal/external audit and make
sure all certificates operating correctly in business reality. No-conformity
findings should be closed within target timeline.
· Lead the product certification management and ensure the validity.
· Ensures a customer focused Quality Management system in a highly
effective (Customer Satisfaction) and efficient (Cost) way. Drive
organization TQM awareness to build up excellent quality culture with
customer centric
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
* Gook knowledge and experiences in quality assurance management, especially
onto ISO QEHS system.
* Proven ability to develop team competency
* Fluent in Chinese and English with strong written and verbal communication
skills