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position summary (responsibility)
the quality customer care technician is responsible for executing customer satisfaction through customer complaint response procedures according with customer specific requirements, 8d, dps, dprts, customer portal, control plan execution and pfmea update with hv experience in harness 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.
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.
customer complaint response on all wfcc and cse reports
* 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 to 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.
privacy notice - active candidates: https://www.aptiv.com/privacy-notice-active-candidates
seniority level
not applicable
employment type
full-time
job function
quality assurance
industries
software development
aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.
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