Customer Quality Engineer - (QA Lead KAD unit)

Key Responsibilities

JOB DESCRIPTION

Customer Service

The conscious voice of the customer within the organisation, acting as the customer representative on all related activities. Accessing Customer B2B Portals on a regular (minimum weekly) basis in order to obtain performance metrics and update / maintain customer specific requirements.

Resolving Customer Issues

Ensure customer specific systems (APQP, change management, zero mileage, warranty service, etc) and performance requirements are understood and communicated within the organisation.

Customer Relationship Development / Prospecting

Assure customer satisfaction by Monitoring and communicating current customer performance data, and ensure alignment with internal GKN Driveline reporting.

Customer Relationship Management (CRM) Data

Hold regular meetings with the customer to develop working relationships, review current performance, and discuss future changes to requirements.

Customer Needs Clarification

Clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Compliance

Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs).

Personal Capability Building

Undertake training when identified to improve business capability and allow for changes in technology and quality requirements. Continuously improve Customer Quality sub function.

Quality Management System

Monitors customer B2B portal data and highlights potential issues to Plant Management, Business Unit or Regional Quality Management and relevant Customer Quality Director.

Operational Compliance

Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs). Takes Local Plant Lead on escalated problem-solving using CSR (6 sigma, Shainin Red X, KT , etc) under the lead of Customer Quality Director leads the information flow between Plant & Customer Quality Director.

Quality Concern Management

Uses structured problem solving approach and engages cross-functional team to analyze problems in a timely manner, supported by robust data and sound logic.

Quality Reporting

Consolidates customer B2B portal data and summarize main issues/actions as part of plant Quality Reporting, Uses Monthly Voice of Customer Reports to drive improvements within plants scope.

Skills

Leverages Digital Communications with Customers

Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.

Masters Service Conversations

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

Navigates Customer Challenges

Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

Strengthens Customer Connections

Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

Customer-Focused Approach

Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.

Builds Customer Loyalty

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.

Service Into Sales

Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.

In-Depth Questioning

Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

Education

BE or Diploma -Mech with experience in QA

Experience

Minimum 4-5 years of experience