- 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.
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.
- 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.
- 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.
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