Customer Quality Manager APAC
Job Description
The Customer Quality Manager serves as the primary quality representative towards automotive OEMs and Tier-1 customers, ensuring customer satisfaction through effective complaint management, quality performance improvement, warranty reduction, and compliance with customer-specific requirements.
The position drives cross-functional problem solving, customer escalation management, and continuous improvement initiatives to safeguard customer relationships and company reputation.
Standard & Process
▪ Set standard, processes, and software for Customer Complaint Management,
▪ define content of 8D incl. used Software
▪ set definitions for complaint vs collective scrap, warranty,
▪ conduct training for complaint handling and used software application
▪ Process creator S_13 incl. KPI reporting
- Develop standards for Quality contracts, requirements, standard customer Quality letters
Customer Specific / General Quality Requirements
▪ Ensure negotiation of customer targets with customer for SSL APAC plants, esp. if multiple plants are involved (e.g. ppm targets)
▪ Ensure the control of customer contracts and manuals (acceptance & rejected topics, defect catalog, for QM Systems & requirements, ...)
▪ Ensure customer quality requirements of SSL plants
▪ Negotiate with customer about special defects compensation agreement etc.
Quality Alert and Escalation
▪ Support plants on escalations with customers
▪ Track and follow up the closure of escalated customer quality issues
Customer Performance Rating / Score Card
▪ Ensure monitor SSL APAC customers' score cards and drive improvement actions
▪ Ensure coordination of customer satisfaction surveys across the plants
Complaint Management + Corrective Actions
▪ Ensure and support the customer complaint management of the SSL APAC plants
▪ Ensure the availability and continuous qualification for QM Customer complaint management of the plants
Warranty Management
▪ Assure continuous improvement based on complaints and field incidents (warranty)
▪ Conduct and analyze field monitoring for SSL products
▪ Ensure handling of warranty returns according to the agreements with customer, automotive and industry standards, Continental rules
▪ Support monitor warranty costs
▪ Drive lessons learned into new product design and process engineering
Qualifications
▪ University degree or above (Technical or scientific);
▪ Advanced Knowledge in Quality Management Systems (ISO/TS 16949 / IATF 16949, VDA, customer requirements) and Q-Methods (APQP, PPAP, FMEA, MSA, SPC, Six Sigma).
▪ Expert in Customer Complaint Management and tools (8D , A3, PDCA, Yokoten…)
▪ Experience in the QM functions of Automotive > 5 years, Experience in customer quality function > 2 years, prefer experience with surface materials (production, processing, testing, application)
▪ Leadership Experience with team member > 5
▪ Project experience in problem solving and process improvement
▪ Experience with matrix organization
▪ Good communication and negotiation skill
▪ work experience in international teams > 2 years
Additional Information
