Root-Cause Lead: Software/Hardware Quality (Hybrid)

TalentCloud Group; Basel; Hybrid; CHF 100.000 - 150.000; Vollzeit

Zusammenfassung

TalentCloud Group in Basel region, Switzerland, is seeking a Technical Complaint Specialist to own customer complaints from initial investigation through to sustainable resolution. This hybrid role sits at the intersection of Quality, Software & Hardware Development, Service & Support and Product Management, aiming to prevent recurrence and improve product quality.

You will coordinate across Development, Service & Support, Product Management and Quality teams, analyze software and hardware

Aufgaben

• Take end-to-end ownership of customer complaints—from initial assessment and investigation through to sustainable resolution.
• Coordinate complaint investigations across Development, Service & Support, Product Management and Quality teams.
• Analyse issues involving software and hardware products, including bugs, behavior, gaps and recurring problems.
• Drive root-cause analysis and corrective actions to address underlying problems, not just symptoms.
• Promote structured problem-solving approaches such as 8D and RCA.
• Manage multiple complaint cases while keeping stakeholders accountable and actions moving forward.
• Identify recurring patterns and translate them into proactive product and process improvements.
• Contribute to non-conformity management, continuous improvement and complaint-management processes.
• Provide transparency around complaint status, trends and performance through KPIs and reporting.
• Influence and coordinate stakeholders across the organisation without formal authority.

Jobbeschreibung

TalentCloud Group in Basel region, Switzerland, is seeking a Technical Complaint Specialist to own customer complaints from initial investigation through to sustainable resolution. This hybrid role sits at the intersection of Quality, Software & Hardware Development, Service & Support and Product Management, aiming to prevent recurrence and improve product quality.

You will coordinate across Development, Service & Support, Product Management and Quality teams, analyze software and hardware