Quality Engineer ( Voice of Customer)

Purpose and Mission

• This role plays a critical part in ensuring customer satisfaction by efficiently handling customer complaints, gathering feedback, and ensuring that corrective and preventive actions are implemented to meet customer expectations. The ideal candidate will have strong communication skills, problem-solving abilities, and a deep understanding of quality management processes.
• The Quality Engineer is in direct contact with customers as well as suppliers. In this role he/she not only acts as the ambassador of the company but also needs to demonstrate a high level of integrity and objectivity.
• Because of the of the complexity of products and processes, the Quality Engineer collaborates with matrix-driven project teams in which the following different disciplines are represented, such as: R&D, Engineering, Purchase, Production and Logistics. He/she should be able to define his/her own actions and brings this to execution, this requires a large degree of independence of the Quality Engineer.

Key Activities and Responsibilities

• Customer Complaint Handling:
  Manage and address customer complaints, ensuring swift and effective resolution to maintain high customer satisfaction levels. Collaborate with internal teams, Sales, Customer Service, Purchasing and Production to investigate and resolve issues promptly.
• 8D Report Preparation:
  Lead and develop 8D reports for root cause analysis and corrective action plans, ensuring that all complaints are thoroughly investigated and appropriate actions are taken.
• Customer Visits:
  Conduct regular customer visits to understand their needs, collect feedback, and build strong relationships. Use these visits to gather insights on product performance and identify areas for improvement.
• Cross-Functional Collaboration:
  Act as the key link between Customer Service and the shop floor. Ensure clear communication and effective action implementation to address customer concerns and ensure product quality.
• Internal Follow-up:
  Push for corrective and preventive actions internally and follow up closely to ensure that all action items are completed within the required timeframes. Work with internal departments to implement effective solutions that align with customer requirements.
• Voice of Customer (VoC):
  Act as the Voice of the Customer within the plant. Collect and analyze customer feedback and ensure that it is communicated effectively to the relevant teams. Ensure that customer concerns are addressed in the development and manufacturing processes.
• Continuous Improvement:
  Drive continuous improvement initiatives based on customer feedback and performance analysis. Work on long-term improvements to enhance the customer experience and prevent recurring issues.
• Report and Communication:
  Regularly report customer feedback, complaints, and the status of corrective actions to management. Provide data-driven insights to help improve product quality and customer service.

Skills

• Excellent problem-solving and analytical abilities.
• Strong communication skills to engage with both customers and internal teams.
• Ability to manage multiple tasks and prioritize effectively.
• Attention to detail and a commitment to maintaining high-quality standards.
• Ability to work independently and as part of a team.
• A customer-focused mindset with a passion for delivering exceptional service.
• Fluent in English

Qualifications and Education

• Bachelor's degree in Engineering, Quality Management, or a related field.
• Proven experience in customer complaint handling, quality assurance, or a similar role.
• Familiarity with 8D problem-solving methodology and root cause analysis.
• Strong communication and interpersonal skills for customer visits and collaboration with internal teams.
• Ability to work cross-functionally and push for action implementation on the shop floor.
• A proactive, solution-oriented mindset with a strong focus on customer satisfaction.
• Knowledge of quality management systems and continuous improvement processes.
• Proficiency in Microsoft Office and quality management software.