Customer Quality Manager

Customer Complaints Management

• Lead customer complaint handling from issue notification through closure.

• Act as the primary quality contact for OEM and Tier-1 customers.

• Ensure timely containment, root cause analysis, and implementation of corrective actions.

• Drive structured problem-solving methodologies with 8D/A3/PDCA/5 Why/Ishikawa Analysis etc tools.

• Verify effectiveness of corrective actions and ensure recurrence prevention.

• Coordinate customer plant visit, audit, and issue review related to customer quality problems.

KPI: Complaint closure lead time/8D on-time submission rate/Customer PPM reduction

Customer Escalation & Crisis Management

• Lead quality escalations for critical customer issues.

• Coordinate cross-functional teams actions needed.

• Establish containment strategies and recovery plans.

• Provide regular status updates to senior management and customers.

KPI: Number of escalations/Escalation closure timing/NCC2

Customer Satisfaction Performance Management

• Monitor and analyze customer scorecards and customer satisfaction metrics

• Develop improvement plans to achieve customer targets.

• Lead scorecard recovery actions for underperforming accounts.

KPI: Customer scorecard rating/PPM performance/Customer satisfaction level

Customer-Specific Requirements (CSR) Management

• Ensure compliance with: IATF 16949 / VDA requirements /OEM Customer-Specific Requirements

• Review and negotiate customer quality agreements.

• Manage requirements related to: Defect catalogues /Appearance standards /Traceability/Warranty obligations/Delivery quality expectations

KPI: CSR compliance/Audit findings related to customer requirements

Warranty & Field Quality Management

• Monitor field claims and warranty returns.

• Analyze warranty trends and identify systemic issues.

• Coordinate return material investigations.

• Drive lessons learned into:  Product development /Process engineering/Material development

KPI: Warranty cost reduction/Repeat failure reduction

New Project Support

• Support APQP activities for new programs.

• Review customer quality requirements during quotation and launch phases.

• Participate in:  APQP reviews/FMEA reviews/Control Plan reviews/PPAP approvals

• Ensure customer concerns are integrated into project risk assessments.

KPI: Launch quality performance/Customer approval rate

Continuous Improvement

• Lead customer satisfaction improvement programs.

• Analyze recurring complaint trends.

• Implement preventive actions across plants.

• Facilitate knowledge sharing and lessons learned.

KPI: Customer complaint reduction/Repeat issue elimination

• 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 > 3 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 negotiation skill