Customer Complaint, Quality Senior Engineer

7 days ago

Ulu Tiram, Johor, Malaysia SICK Sdn Bhd Full time

About the role

We are looking for a skilled and dedicated Customer Complaint Quality Engineer / Assistant Manager to join our team. In this role, you will be responsible for managing customer complaints, addressing non-conformance issues, and collaborating with cross-functional teams to implement effective corrective actions and drive continuous improvement initiatives. Your work will ensure customer satisfaction and uphold our commitment to quality excellence.

What you'll be doing

  • Address and manage customer complaints received through various channels including phone, email, complaint management portal
  • Analyze and investigate the causes of complaints to determine appropriate resolutions.
  • Collaborate with internal departments to address and resolve complaints efficiently.
  • Train and support staff on effective complaint resolution methods.
  • Monitor and analyze customer feedback to foresee and mitigate potential issues.
  • Generate and present detailed reports on complaint metrics and trends to management
  • Escalate unresolved, complex complaints and / or those requiring top management intervention when needed.
  • Assess and continuously improve complaint handling processes
  • Handle urgent or high-priority complaints with promptness, professionalism and timely manner
  • Communicate with other departments to resolve complaints, ensuring a consistent and fair approach
  • Recommend changes to production processes based on customer feedback
  • Ensure that all complaints are logged accurately and maintained in the company's complaint management system

What we're looking for

  • Well verse in 8D methodology, SPC, 5W, MSA, FMEA, SAP
  • Knowledge in electronic manufacturing
  • Proven experience in customer complaint management, or a similar role.
  • Excellent communication skills, both verbal and written.
  • Strong analytical and problem-solving abilities.
  • Ability to handle high-pressure situations and manage complex complaints.
  • Strong organizational skills, attention to detail and multitasking skills
  • Ability to work independently and as part of a team
  • Strong interpersonal skills and ability to collaborate effectively with multiple departments.
  • Strong report-writing and presentation skills.
  • Flexibility to respond to urgent or high-priority complaints as needed.
  • Proactive and solution-oriented mindset
  • Dedication to continuous improvement
  • Ability to interpret and analyze data effectively

What we offer

At SICK, we are committed to providing a supportive and rewarding work environment for our employees. We offer competitive salaries, opportunities for professional development, and a range of benefits to support your work-life balance. You'll have the chance to work with a talented team and contribute to the growth and success of our organization. If you're passionate about quality and driven to make a difference, we encourage you to apply for this exciting role.

Apply now

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