Customer Quality Manager APAC

Job title: Customer Quality Manager APAC

The Customer Quality Manager serves as the primary quality representative towards automotive OEMs and Tier-1 customers, ensuring customer satisfaction through effective complaint management, quality performance improvement, warranty reduction, and compliance with customer-specific requirements.The position drives cross-functional problem solving, customer escalation management, and continuous improvement initiatives to safeguard customer relationships and company reputation.

Standard & Process

▪ Set standard, processes, and software for Customer Complaint Management,▪ define content of 8D incl. used Software▪ set definitions for complaint vs collective scrap, warranty,▪ conduct training for complaint handling and used software application▪ Process creator S_13 incl. KPI reporting- Develop standards for Quality contracts, requirements, standard customer Quality letters

Customer Specific / General Quality Requirements

▪ Ensure negotiation of customer targets with customer for SSL APAC plants, esp. if multiple plants are involved (e.g. ppm targets)▪ Ensure the control of customer contracts and manuals (acceptance & rejected topics, defect catalog, for QM Systems & requirements, ...)▪ Ensure customer quality requirements of SSL plants▪ Negotiate with customer about special defects compensation agreement etc.

Quality Alert and Escalation

▪ Support plants on escalations with customers▪ Track and follow up the closure of escalated customer quality issues

Customer Performance Rating / Score Card

▪ Ensure monitor SSL APAC customers' score cards and drive improvement actions▪ Ensure coordination of customer satisfaction surveys across the plants

Complaint Management + Corrective Actions

▪ Ensure and support the customer complaint management of the SSL APAC plants▪ Ensure the availability and continuous qualification for QM Customer complaint management of the plants

Warranty Management

▪ Assure continuous improvement based on complaints and field incidents (warranty)▪ Conduct and analyze field monitoring for SSL products▪ Ensure handling of warranty returns according to the agreements with customer, automotive and industry standards, Continental rules▪ Support monitor warranty costs▪ Drive lessons learned into new product design and process engineering

Qualifications

• ▪ University degree or above (Technical or scientific);▪ Advanced Knowledge in Quality Management Systems (ISO/TS 16949 / IATF 16949, VDA, customer requirements) and Q-Methods (APQP, PPAP, FMEA, MSA, SPC, Six Sigma).▪ Expert in Customer Complaint Management and tools (8D , A3, PDCA, Yokoten…)▪ Experience in the QM functions of Automotive > 5 years, Experience in customer quality function > 2 years, prefer experience with surface materials (production, processing, testing, application)▪ Leadership Experience with team member > 5▪ Project experience in problem solving and process improvement▪ Experience with matrix organization▪ Good communication and negotiati