Senior Quality Engineer-客户质量

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…