Customer Advocate Lead - Quality

1. Drive Customer Centricity in the plant
- Identify the dissatisfaction & satisfaction drivers from the customer satisfaction surveys and any other feedbacks available, drill down to root causes and monitor improvement plans
- Manage the warm loop of I2P including TEX (if TEX has been delegated to the plant by the LoB) timely and effectively
- Ensure that complaints not resolved at the entity/country level have been escalated and taken into account in the competent entities (Product/Engineering department, plant, distribution center, etc)
- Drive problem solving for customer complaints toward preventive actions
- Drive and maintain QMS, SPS compliance in the responsible areas
- Manage and analyse KPIs related to customer with data accuracy and fact base driven for continuous improvement
2. Customer experience and complaint management
- Represent Plant to contact LoB contacts for quality matters
- Identify the dissatisfaction & satisfaction drivers from the customer satisfaction surveys and any other feedbacks available, drill down to root causes and monitor improvement plans
- Manage the warm loop of I2P including CR, PRB and TEX timely and effectively
- Ensure that complaints not resolved at the entity/country level have been escalated and taken into account in the competent entities (Product/Engineering department, plant, distribution center, etc)
- Drive problem solving for customer complaints toward preventive actions
- Initiate and monitor the replacement for customers
- RFA booking, analysis, bFO update
3. Quality performance:
- Drive and maintain QMS, SPS compliance in the responsible areas
- Manage and analyse KPIs related to customer with data accuracy and fact base driven for continuous improvement
- Customer complaint dashboard, KPIs monitoring and data analysis for improvement
4. Training, sharing:
- I2P training to SEMV team
- Host customer visits and arrange visits to customer
5. Quality management system:
- SPS and other QMS compliance
- Follow up all the internal, external audit and all action plans must be done on time in assigned areas

- Education: Industrial/ Mechanic/ Electric major university graduated
- Job Related Experience: Quality Management (at least 3-year experience) in MNC.
- Experience in quality control on production and project are the advantageous.
- Business Understanding: Electronic/Molding / Process and system Audit/ Risk Assessment / Project management
- Others (e.g. language skills, technical skills): English – advance level
Teamwork, Can-do attitude and result oriented

- 13 month salary
- Oversea training
- Shutter Bus

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