Customer Quality Service Engineer

1. Goal:

• Responsible for the processes and activities from receiving a customer complaint to closing it.
• Follow up on customer feedback and advice the internal organization on risk and failures.
• Independently managing complex complaints with higher levels of uncertainty and provide advice to customers and organization regarding product reliability and handling.
• Continuous improvement production quality by leading or participate improvement projects.

2. Customer Quality service:

• Receive complaints or failure analysis from customers
• Organizing the process and the activities from receiving a technical complaint to closing it according to the complaint procedure:

Recording the complaints in a database for all issues.

Regularly coordinate, update complaint handling progress to CQS manager.

Regularly coordinate, update and report to the superior on known weakness of Sonion products.

Weekly update status in sharepoint.

• Ensuring a satisfactory solution for the customers, in which the interests of Sonion should also be taken into consideration.
• Communicating in alignment with superior on the status and progress of outstanding technical complaints with customers.
• Guiding the customers during their audits at Operations.

3. Failure analysis on Customer returns:

• Physical analysis of defective products or components using advanced measuring equipment.
• Organize troubleshooting via in close co-operation with Production (Vietnam and The Philippines) and the R&D organization.
• Use problem solving tools to properly and understandably communicate on the results of the failure analysis.
• Pro-actively gather knowledge from the organization needed to perform the failure analysis.

4. Advice and support:

• Advising the internal organization and customers regarding quality and prevention of complaints.
• Advising customers when resolving complaints.
• Informing customers about the quality of the products.
• Supporting Sales and Production with questions and complaints from the customers.
• Advising Production regarding the manufacturing process.
• Regularly coordinate, update and report to the superior on known weakness of Sonion products.

5. Continuous improvement

• Independently manage improvement projects according Sonion Project Management system, from start up until closure.
• Together with production QA initiate improvement projects to enhance product quality and reliability.
• Participate problem solving team (regarding production quality) on assignment of direct supervisor.

- Bachelor‘s degree in Mechanical or Electronic Engineering or Engineering field. 

- Fluent in English. 

- Basic knowledge of ISO 9001:2008 requirements.

- Very good communication skills.

- Sensitive to customer needs, understanding customer expectations.

- Basic data analysis.

- Have professional knowledge of below items will be an advantage: 

·       Six Sigma Green Belt certificate.

·       ERP Systems (Dynamics).

·       Statistical software (Minitab or JMP).

·       Internal ISO 9001 Auditor.

·       Experiences in customer quality service.

Basic understanding of Sonion Business System and ISO systems.

• Know about the Quality& Environment Policy (what they are about and where they are posted or filed).