customer support engineer

7 days ago

Klang, Selangor, Malaysia Ferco Seating Systems (M) Sdn Bhd Full time 40,000 - 80,000 per year

Responsibilities:

1. Customer Complaint Management

  • Collaborate closely with the Sales Department, which serves as the primary contact for customer complaints.
  • Attend meetings with Sales to review and discuss new or ongoing customer complaints.
  • Evaluate complaint details received from Sales and initiate internal investigation activities.
  • Receive, log, and review customer complaints, ensuring accurate issue classification and traceability.
  • Coordinate cross-functional teams to conduct investigations and implement containment actions to protect the customer.
  • Lead 8D or structured problem-solving reports in line with customer expectations and timelines.

2. Root Cause Analysis and Corrective Actions

  • Perform detailed root cause analysis using tools such as 5Why, Fishbone Diagram, and Pareto Analysis.
  • Develop and verify the effectiveness of corrective and preventive actions (CAPA).
  • Ensure permanent resolution and recurrence prevention through process improvements.
  • Support supplier investigations when the issue is supplier-related.

3. Customer Communication and Support

  • Maintain direct and professional communication with customer quality representatives.
  • Provide timely updates and reports on complaint status and resolution progress.
  • Participate in customer quality reviews, audits, and on-site visits as required.
  • Ensure high responsiveness to customer inquiries, feedback, and technical requests.

4. Data Analysis and Reporting

  • Monitor and analyze complaint trends, field returns, and warranty data to identify improvement opportunities.
  • Prepare monthly customer quality performance reports and present findings to management.
  • Track complaint cost impact (Customer Complaint Rectification Cost).

5. Continuous Improvement

  • Share lessons learned and best practices across internal teams and suppliers.
  • Support process audits, quality reviews, and improvement initiatives to strengthen product and process reliability.
  • Promote a customer-oriented culture and continuous improvement mindset within the organization.

6. Non-Conformance Management

  • Support Supplier Quality Assurance (SQA) team in establishing inspection standards with suppliers.
  • Support SQA on manage supplier-related non-conformances / Part Rejection Report (PRR) and ensure timely root cause analysis and corrective actions.
  • Work with SQA to implement preventive measures and improve quality trends.

7. Continuous Improvement

  • Facilitate supplier improvement projects focusing on defect reduction, cost of poor quality, and process efficiency.
  • Promote use of problem-solving tools (8D, 5Why, Fishbone, etc.).
  • Encourage suppliers to apply lean manufacturing and process control methods.

Requirements: -

Education: Diploma or Bachelor's Degree in Mechanical, Manufacturing, Industrial, or related Engineering discipline.

Experience: Minimum 3 years in customer quality, complaint handling, or product support within a manufacturing or automotive environment.

Knowledge:

  • Quality tools (8D, 5Why, Ishikawa, FMEA, MSA, SPC)
  • ISO 9001 or IATF 16949 quality management systems
  • Customer-specific quality requirements

Skills:

  • Strong analytical and problem-solving skills
  • Excellent communication and coordination abilities
  • High attention to detail and sense of urgency
  • Ability to work independently and under pressure

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