Position summary (responsibility)
the quality customer care technician is responsible for ensuring customer satisfaction by executing customer complaint response procedures according to customer-specific requirements. This includes managing 8d, dps, dprts, customer portal, control plan execution, and pfmea updates.
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 processes and monitor customer kpis. Respond to customer complaints via portals for all wfcc and cse reports. Communicate customer-specific requirements to the plant.
additional responsibilities
flow 5 / mass production: ensure customer satisfaction, manage problems, and liaise with customers to improve satisfaction. Implement quality alerts, analyze warranty returns, prepare quality issue presentations, and ensure temporary measures are eliminated once performance stabilizes. Monitor and analyze customer kpi performance regularly, apply continuous improvement, and perform corrective actions for kpis below target. Maintain lessons learned database.
respond to all customer complaints on wfcc and cse reports by managing problem-solving processes, coordinating with multidisciplinary teams, controlling inventory, providing initial responses within 24 hours, completing root cause analysis, implementing corrective actions within 14 days, and managing rma and containment activities. Ensure quality checks, rework, and data collection are effectively managed.
manage customer-specific requirements and communication: monitor portals, identify changes, notify relevant plant areas, implement changes, and verify proper execution.
training requirements
orientation and basic onboarding training. Additional training as required for the role. Privacy notice available at https://www.aptiv.com/privacy-notice-active-candidates.
aptiv is an equal employment opportunity employer, considering all qualified applicants without discrimination.
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