Position Summary (Responsibility): The Quality Customer Care Technician has the responsibility to execute customer satisfaction through customer complaint response procedures according  with customer specific requirements, 8D, DPS, DPRTS, Customer Portal, control plan execution and PFMEA update.

Competencies and required skills

PDCA

Pareto

Quality control

Standard work

Customer portal

8D

DPRTS

PRS

OSA standard

Competency matrix

Structured problem solving

Control plans

Quality troubleshooting matrix

5S

Reverse PFMEA

IATF 16949

Production Shutdown

PPAP

Kappa test

MSA

Daily performance management

AIAG / VDA

Customer assurance policy

SAP

Statistical methods

Control chart

SPC

PFMEA for special processes

BOT, BOD, BOP & WPO

Line side review process

General Functions

Ensure customer satisfaction process

Ensure customer KPI's performance.

Ensure customer complaint response on customer portals for all WFCC and CSE reports

Ensure customer specific requirements and communication to plant

Any other work activity related to your position

Flow 5 / Mass production: Ensure customer satisfaction process.Problem management

Liaison with Customer to improve customer satisfaction.

- Quality Alerts implementation. - Implement ICA (Interim Containment Action). - Analysis of part returned due a Warranty issue. - Prepare a Customer Presentations for quality Issues. - Ensure temporary measures are eliminated once process performance & stabilization are back to expected levels.

Ensure customer KPI's performance.

– Monitor customer KPI performance, analyze data over weekly, monthly, annual periods.

– Apply continuous improvement process to upgrade customer KPI’s, identify most relevant continuous improvement activities.

– Perform corrective action process for customer KPI’s below target.

Ensure lessons learned database to capitalize learnings.

Ensure customer complaint response on all WFCC and CSE reports. Problem management

Liaison with Customer to rapidly address quality escapes.

Coordinate with the multidisciplinary team the problem solving. - Control of all inventory available at pipe line. - First answer: 24H. - Ensure root cause analysis process completion. - Ensure the implementation of irreversible corrective actions. - Final answer with root cause identified and action plan defined: 14 days. - Submit corrective action related to customer complaints (WFCC, Unformal, WIRS) on customer portals. Control of sorting services related of Customer complaints. - Coordinate RMA. - Containment: immediate. Ensure that quality checks & rework are well defined, managed & data collected for effectiveness verification.

Ensure customer specific requirements and communication to plant.

– Ensure monitoring of customer specify requirements on the customer portals.

Identify change on the Customer Specific Requirements.

Notify Customer Specific requirements to plant areas involved.

Apply customer specify requirements changes.

Verify proper execution of customer specific requirements

Required Training

Orientation + Basic Training / On Boarding

Any other training required according to your role

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