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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.
responsibilities
* 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 satisfaction process.
* ensure customer kpi's performance and monitor kpi performance, analyze data weekly, monthly and annually.
* apply continuous improvement processes to upgrade customer kpi’s and identify relevant improvement activities.
* perform corrective action process for customer kpi’s below target.
* maintain lessons learned database to capitalize on learnings.
* ensure customer complaint response on all wfcc and cse reports and manage problem resolution with the customer.
* coordinate with the multidisciplinary team the problem solving and control of all inventory available at pipeline.
* provide first answer within 24 hours and ensure root cause analysis and irreversible corrective actions are implemented.
* submit corrective actions related to customer complaints (wfcc, unformal, wirs) on customer portals with final root cause identified and action plan defined (within 14 days).
* coordinate sorting services related to customer complaints and manage rma and containment (immediate quality checks and rework with data collection for effectiveness verification).
* ensure customer specific requirements and communication to plant by monitoring customer portal requirements, identifying changes, notifying affected plant areas, applying changes, and verifying proper execution.
qualifications/expectations
* experience in customer care, quality assurance, or a related field with focus on customer satisfaction and complaint management.
* knowledge of 8d, dps, dprts, pfmea, control plans, and customer portal processes.
* strong analytical and problem-solving skills; ability to drive corrective actions and monitor kpi performance.
* effective cross-functional communication and collaboration with customers and internal teams.
* ability to respond quickly to inquiries (e.g., initial response within 24 hours) and to manage timelines for root cause analysis and corrective actions.
employment details
* employment type: full-time
* job function: quality assurance
* industries: software development
privacy notice - active candidates: https://www.aptiv.com/privacy-notice-active-candidates
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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