Drive rapid response and effective resolution of key customer quality issues from the manufacturing side. Lead cross-functional coordination to ensure timely containment, root cause analysis, and sustainable corrective actions, ultimately improving customer satisfaction and product quality performance.
2. Key Responsibilities
2.1 Rapid Response to Customer Quality Issues
- Act as the primary manufacturing interface for key customer quality concerns, complaints, and escalations
- Establish and execute a fast response mechanism (e.g., 24-hour containment, 48-hour initial analysis, regular updates)
- Lead urgent evaluation of major quality incidents, including risk assessment and containment decisions
2.2 Problem Solving and Closure Management
- Lead structured problem-solving activities using methodologies such as 8D, 5 Whys, Fishbone, etc.
- Coordinate cross-functional teams (Production, Process Engineering, Quality, Supply Chain) to drive resolution
- Ensure effective implementation of containment actions, root cause identification, and permanent corrective actions
- Track progress and ensure timely closure in alignment with customer expectations
2.3 Customer Communication and Technical Interface
- Serve as the technical liaison between the factory and customer quality/engineering teams
- Prepare and deliver quality reports (e.g., 8D reports, RCA reports)
- Participate in customer meetings, audits, and on-site visits as needed
- Translate customer requirements into internal action plans and drive execution
2.4 Manufacturing Process Improvement
- Drive process improvements based on customer issues to enhance yield, stability, and reliability
- Promote error-proofing, standardized work, and process capability improvement
- Establish control measures and early-warning mechanisms for critical processes
2.5 Risk Prevention and System Enhancement
- Lead lessons learned and institutionalized best practices
- Update PFMEA, Control Plans, and related documentation based on findings
- Drive preventive actions to eliminate recurrence of similar issues
- Support quality risk assessment during new product introduction (NPI)
2.6 Data Analysis and Reporting
- Define and monitor key customer quality KPIs (complaint rate, PPM, 8D closure time, etc.)
- Analyze quality trends and identify systemic issues
- Provide regular reports and insights to management
2.7 Cross-functional and External Coordination
- Collaborate with Supplier Quality Engineering (SQE) on supplier-related issues
- Support Procurement and R&D in quality-related technical evaluations
- Mobilize internal resources quickly to address urgent issues
Qualifications & Requirements:
- Bachelor’s or above in mechanical engineering, mfg engineering, process engineering or related fields.
- Minimum 5–8 years of experience in manufacturing, process engineering, or quality engineering
- At least 2–3 years supporting key customer quality issues or handling customer-facing roles
- Experience in HVAC industries manufacturing preferred
- Experience in leading cross-functional problem-solving or improvement projects
- Fluent in English (written and verbal)
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- Technical Expertise
- Strong hands-on experience with structured problem-solving methodologies (8D, 5 Whys, Fishbone, etc.)
- Familiar with products, manufacturing process and quality systems and standards.
- Experience with failure analysis techniques and manufacturing process optimization.
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