20 days ago - req12318

Customer Quality Care Expert

Other corporate functions

Other job categories

In a nutshell

Location

Veldhoven, Netherlands

Team

Other corporate functions

Experience

8+ years

Degree

Master

Job Category

Other job categories

Travel

10%

Introduction

In Global Quality, the Customer Focus (CF) department is responsible for bringing the voice of the customer to our ASML organization and our suppliers, 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 Notifications (Customer Complaints, Failure Analysis Requests) from customers and embedding the lessons learned based on these notifications.

Job Mission

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

Job Description

- Driving and managing Customer Complaints using the 8D methodology;
- Coordination and facilitation by leading cross-sectoral 8D teams to root cause determination using the ‘3x 5x Why’ approach;
- Identification, management and validation of corrective and preventive actions together with customers, suppliers and ASML internal;
- Driving the implementation of lessons learned through diverse ASML sectors and at suppliers;
- Providing 8D reports to customers in alignment with the Business Lines and the Zone Quality Managers (who present the report to customers);
- Managing Failure Analysis Requests (FAR).

Education

You have a Master degree with >10 years of relevant experience in driving quality within the high-tech, automotive or similar industry.

Experience

- Extensive experience in 8D Methodology within a high-tech business to business environment or similar;
- Ability to influence and drive without power;
- Experience in the semiconductor business is an advantage;
- Track record in quality management systems;
- Experience with stakeholder management.

Personal skills

- Strong communication and influencing skills;
- Good social skills and people management;
- Strong analytical skills; determination to get to the core of a problem;
- Ability to manage complex relationships between various professional disciplines;
- Strong customer oriented attitude;
- Ability to analyze and draw conclusions from data or report information.

Context of the position

The Global Quality (GQ) vision towards 2020 (“Make it Well”) is 3-fold:
- 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;
- Secure a Quality mindset for all employees by defining and embedding Quality Values;
- Secure Continuous Improvement by learning from Quality Issues and by providing structural solutions.

Other information

Please apply with cv and cover letter detailing your motivation in applying for this position.