The Impact You'll Make

• Help to protect customers against failures in the problem solving process.
• To support the Customer base from the Quality point of view addressing their concerns and / or complaints for product, processes and services related to the Product Portfolio. 
• Ensure that the enterprise's products and services fully comply with standards, enhance customer satisfaction and loyalty, and trigger internal quality improvement.

What You’ll Be Doing

• Facilitate customer complaint handling, involving cross-functional teams to identify the root cause, ensure that containment, corrective and preventive actions are implemented, verified and validated (8D).
  
• Finalize review and upload 8D reports to the Complaint handling system (IQOS), ensure customer is satisfied with proper lead times and response quality.
  
• Work closely to the Field System Engineer, Product Support and Sales to understand the customer usage of the product at their assembly location. Ensure a valid and fast response to customers.
  
• Responsible for answering and supporting customers on product quality-related issues, and meeting customer needs.
  
• Comprehensively and effectively manage all customer complaints to ensure all complaints would be promptly closed in the IQOS system to meet the Claim Handling Time (CHT) target.
  
• Coordinate cross-functional team to prepare customer PPAP and send it to CQM (Customer Quality Manager) and FSE (Field System Engineer) as requested deadline.
  
• Responsible for the reception of customers’ visits and audits.
  
• Coordinate complaint-related customer on-site follow-up, ensuring relevant departments are involved per customer requirements.
  
• Visit customers on-site to resolve quality issues as needed.
  
• Analyze customer complaints data, establish and drive waterfall projects to meet customer complaint KPI target.
  
• Participate NPD / Change control / CDE projects and provide the necessary inputs from customer quality perspective.  

What We're Looking For

1. Professional Knowledge & Quality Expertise
Quality Management Systems (QMS): Proficiency in ISO9001, IATF16949.
Problem-Solving Methodologies: Expertise in 8D reports, 3L5W analysis, Fishbone diagrams, and Factory Tree Analysis (FTA) to resolve customer quality issues.
Product & Process Knowledge: Understanding of product design, manufacturing processes (e.g., assembly, testing), and failure modes (e.g., FMEA, PFMEA).
2. Technical Skills & Tools
Quality control tools (SPC,MSA,GR&R etc.)
Air Conditioning Refrigeration expertise and related valve professional knowledge will be a plus.
3. Interpersonal & Communication Skills
Cross-Functional Collaboration
4. English (Reading, writting and speaking)
5. Bachelor or Master degree, majored in mechanical engineering Electronical engineering or related, with more than 10 years' Quality related experience.
6. Typical technical background with experience within manufacturing and severe experience within quality as Quality Engineer, Quality System Specialist or Six Sigma Greenbelt.

What You'll Get from Us

1. We promote from within and support your learning with mentoring, training, and access to global opportunities.
2. You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
3. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
4. You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.

Ready to Make a Difference?

If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.

Our Commitment to Transparency

Salary ranges listed reflect only primary location and currency. For local salary ranges and specific benefits in your preferred hiring location, please ask your Talent Acquisition representative for more information.

The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Any benefits listed do not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Want to know more? Please visit our FAQ Page.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.