The Quality Customer Care Technician has direct responsibility to ensure customer satisfaction through customer complaint response procedures according with customer specific requirements, 8D, DPS, DPRTS, Customer Portal, control plan execution and PFMEA update.
MAIN RESPONSIBILITIES:
1. Flow 5 / Mass production:
1. Ensure customer satisfaction process.
a. Problem management
i. Liaison with Customer to improve customer satisfaction.
1. - Attend customer meetings.
2. - Quality Alerts implementation.
3. - Implement ICA (Interim Containment Action).
4. - Analysis of part returned due a Warranty issue.
5. - Prepare a Customer Presentations for quality Issues.
6. - Maintain a clear communication channel with customer supplier quality .engineer to avoid unnecessary escalations.
7. - Ensure temporary measures are eliminated once process performance & stabilization are back to expected levels.
2. Ensure customer KPI's performance.
1. – Monitor customer KPI performance, analyze data over weekly, monthly, annual periods.
2. – Apply continuous improvement process to upgrade customer KPI’s, identify most relevant continuous improvement activities.
3. – Communicate customer KPI’s to plant management.
4. – Perform corrective action process for customer KPI’s below target.
5. Ensure lessons learned database to capitalize learnings.
3. Ensure customer complaint response on all WFCC and CSE reports.
a. Problem management
i. Liaison with Customer to rapidly address quality escapes.
1. - Ensure that the CSE "Go & See" the problem to correctly assess it, communicate with customer and avoid false alerts.
2. Coordinate with the multidisciplinary team the problem solving.
3. - Control of all inventory available at pipe line.
4. - First answer: 24H.
5. - Ensure root cause analysis process completion.
6. - Ensure the implementation of irreversible corrective actions.
7. - Final answer with root cause identified and action plan defined: 14 days.
8. - Submit corrective action related to customer complaints (WFCC, Unformal, WIRS) on customer portals.
9. Control of sorting services related of Customer complaints.
10. - Coordinate RMA.
11. - Containment: immediate. Ensure that quality checks & rework are well defined, managed & data collected for effectiveness verification.
4. Ensure customer specific requirements and communication to plant.
1. – Ensure monitoring of customer specify requirements on the customer portals.
2. Identify change on the Customer Specific Requirements.
3. Notify Customer Specific requirements to plant areas involved.
4. Apply customer specify requirements changes.
5. Verify proper execution of customer specific requirements
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