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Customer Quality Care Manager

Veldhoven, Netherlands
Master
5-10 Experienced
2017-11-10
Project Management, Quality, Customer Support
Others - Non Technical, Software Engineering
RC07608

Introduction

In Global Quality, the Customer Focus (CF) department is responsible for bringing the voice of the customer to our head-quarter, and for securing the right follow-up. To enable this, the CF department consists of a network of Zone Quality Managers (ZQM’s) located near our key customers, and a Customer Quality Care team, in charge of following up on major Quality Issues (Customer Complaints, Failure Analysis Requests).

Job Mission

You will manage the Customer Quality Notifications (Customer Complaints and Failure Analysis Requests) to the satisfaction of our customers, through root cause analysis and determining of corrective and preventive actions.

Job Description

  • Manage Customer Complaints via 8D methodology
    • Coordination by leading cross sectoral 8D teams
    • Root cause determination via 3 times 5 times why approach
    • Identification of corrective and preventive solutions
    • Management and validation of corrective and preventive actions
    • Providing final 8D report to customers in alignment with the Business Line and the Zone Quality Manager
    • Drive lessons learned through the sectors
  • Manage Failure Analysis Requests
    • Intake (check if criteria are met)
    • Root cause determination via supplier, manufacturing, or D&E
    • Providing final report (Single Page Summary) in alignment with the Business Line and the Zone Quality Manager

Education

You have a Master’s degree with >10 years of relevant experience in a similar role. 

Experience

  • Experience in the semiconductor business
  • Extensive experience in 8D Methodology within a high-tech business to business environment
  • Track record in quality management systems
  • Experience with customers

Personal skills

  • Good social skills and people management
  • Strong analytical thinking skills
  • Ability to manage complex relationships between various professional disciplines
  • Strong customer oriented attitude
  • Ability to analyze and draw conclusions from data or report information
  • Strong communication and influencing skills

Other Information

The Global Quality (GQ) vision towards 2020 (“Make it Well”) is 3-fold:

  1. Secure Customer Satisfaction on Quality by being guided by the voice of the customer, delivering the perfect machine, delivering on time, and delivering at the right cost of ownership.
  2. Secure a Quality mindset for all employees by defining and embedding Quality Values.
  3. Secure Continuous Improvement by learning from Quality Issues and by providing structural solutions.

 

Recruiter:
Merit van Grieken
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