Regional Quality Customer Satisfaction Specialist

FLS is a leading, minerals processing supplier to the global mining industry. We deliver proven technologies and services and expertise across the lifecycle of operations, and have set targets of providing solutions for zero-emissions mining by 2030 with our MissionZero programe. We are a global, diverse, and multicultural organization with ~8,000 colleagues operating out of 40+ countries earning about 3b EUR.

At FLS, we empower the future of Mining to operate more sustainably and if you want to contribute to this important work, let’s talk!

Regional Quality & Customer Satisfaction Specialist

The Regional Quality & Customer Satisfaction Specialist plays a key role in managing customer complaints, ensuring quality compliance, and driving continuous improvement initiatives. This position is responsible for tracking and analyzing non-conformance reports (NCRs), implementing corrective actions, and enhancing customer satisfaction. The role requires strong collaboration with internal teams and extensive travel to customer mine sites.

Key Responsibilities

Claims & NCR Management

• Support teams in registering and managing NCRs in Intelex, providing training as needed.
• Enter customer claims into Intelex, as communicated by the warranty and customer performance teams.
• Ensure adherence to the Claims Handling Process (CCF), from NCR registration to claim resolution.
• Conduct weekly follow-ups on NCR status and provide early warnings for delays.

Communication & Collaboration

• Travel approximately 70% of the time to customer mine sites.
• Maintain regular communication with warranty, performance, service, maintenance, sales, and supplier performance teams.
• Provide updates and reports to commercial teams on customer complaints and resolution progress.
• Act as the key contact for customer complaint handling and service improvement initiatives.

Technical & Product Knowledge

• Understanding of mining equipment monitoring, maintenance, and service life cycles.
• Familiarity with components and spare parts for industrial mining products such as classifiers, thickeners, conveyors, pumps, cyclones, and valves.

Data Analysis & Reporting

• Analyze NCR data to identify trends, severity, and impact, recommending corrective actions.
• Monitor and report on Customer Experience Program (CXP) evaluations.
• Maintain and track key quality and customer satisfaction KPIs.

Quality Compliance & Continuous Improvement

• Ensure compliance with ISO 9001 standards and Root Cause Analysis (RCA) methodology.
• Drive quality initiatives to enhance customer satisfaction and operational efficiency.

Qualifications

Education & Experience

• Bachelor's degree in Industrial, Commercial, or Quality Engineering or a related field.
• Experience with mining plant processes, equipment, and customer service.

Technical Skills

• Proficiency in Intelex (Quality CRM) for NCR and complaint management.
• Strong knowledge of ISO 9001 standards and compliance.
• Expertise in Root Cause Analysis (RCA) methodology.
• Strong data analysis and reporting skills for informed decision-making.

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply.
FLSmidth.com/careers