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1.主要工作职责 MAJOR RESPONSIBILITIES
Customer Quality Manager:
1) Customer Support
The Customer Quality Support Manager is account responsible for ‘Customer Quality’.
This includes customer complaint related issues such as the complaint handling process, containments, corrective actions, communication of quality improvement projects and their results
Also included are communication on product/process changes, communication of product quality roadmaps and sharing of application notes.
In this role he takes care for the proper, clear, regular and timely communication to the customer.
He works closely with the relevant IKAMs.
He is the quality voice within an assigned IKAM team, finding the optimum strategic direction w.r.t. product quality, changes and quality roadmaps
(In some IKAM teams, CQM is represented by PQM but CQM stays responsible)
2) Quality
After MS2, he takes care for deploying related improvement projects and, for drivers, recommended application notes (for lamps this is for ANs due to complaints only, all other ANs –the majority- are DI responsibility).
He is also accountable for the communication of quality complaints from the customer into the organization via the PQMs as well as the deployment of quality related issues towards the customer.
He communicates customer requirements to PQM.
Any communication related to product quality needs to be aligned and agreed upon with PQM.
3) Product responsibility
Responsible for the proper communication w.r.t. product changes as well as accountable for customer acceptance within mutual agreed time frame between PQM and CQS (as agreed in the change over planning).
For drivers communicate and support to manage the phase-out process of end-of-life products based on customer agreements.
4) Complaint handling
Responsible for the RMA creation, as well as the proper description of the observed defective phenomena. Responsible for closing complaints in CHS.
Accountable to meet agreed TPT’s (Through Put Times) as defined in the ’48 hour project’.
Communicate about the complaint handling process towards customers. This includes managing the timely and proper availability of all deliverables (report, committed follow up actions such as containment, corrective and permanent actions) --- 8D Reporting.
5)Quality Improvement Program
Communicate the quality roadmap towards the customers.
Responsible to advice subjects for improvement, both technical as well as administrative, based on customer requests.
6)Customer responsibility
Ongoing quality support towards customers including the organization of quality meetings and monthly reports.
Negotiate for customer acceptance of containments and corrective actions taken, as well as for product changes.
Guide and coordinate customer audits related to process and product quality aspects, and give follow up on agreed actions.
He is responsible for giving timely and complete answers to customers. Also accomplish the timely completion of product/process quality related questionnaires.
Realize a pro-active behaviour on improvement actions to improve customer satisfaction.
Make quick but well-founded decisions on the spot, in line of DPL business objectives.
7) Change Control
Manage the communication and obtain customer acceptance for all product and process changes of involved customers.
8) Others
For all customer related aspects, be the VOC aiming to improve the product quality & customer service level in general. He obtains as much as possible competitive information (benchmarking) regarding product and product quality related issues. He acts as objective filter on incoming customer requirements and requests.
Being responsible to timely escalate product changes and quality related issues, in which involvement of PQM or higher management is required for getting agreement. (by organizing teleconference, customer visits, etc…)
Build and maintain a stable and cooperative relationship with the customer. (Liason !)
2.决策及改进机会DECISION-MAKING AND IMPROVEMENT OPPORTUNITIES
《Decision making》
Communication (changes, improvement project updates, etc) towards customers after alignment with others as PQM, IKAM.
Participates in the key account decision makings (within IKAM team)
《Improvement opportunities》
Improve the contents of communications to fulfill customer’s requirements (eg: increase CVS i.e Customer Value Survey score)
Change implementations towards customers
Create recognitions of CQM team both internal and external (i.e. at customers)
Drive the organization through IKAM team (CQM is IKAM team member)
3.岗位要求JOB REQUIREMENT
a) 学历 Education: University degree-Electronics Engineering….
b) 工作经验 Experience: Customer Support, Quality related jobs
a) 能力及技巧 Competency and skill:
Good oral Japanese Skill & English skill (able to do technical concall, e-mail communication)
Communication skill to remote sites (Not only the logical communication, but to motivate emotions)
Flexibility & patient to adapt multicultural environment
Capability to manage conflicting situations
Strong motivation to drive the organization with ‘self start up’ mind (entrepreneurship)
Negotiation skills with related parties (Internal, customers)
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