Root-Cause Tech Complaint Lead

TalentCloud Group Recruitment; Basel; Hybrid; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

TalentCloud Group Recruitment is seeking a Technical Complaint Specialist in Basel, Switzerland, to own customer complaints from initial investigation through sustainable resolution. The role sits at the intersection of Quality, Software & Hardware Development, Service & Support, and Product Management, ensuring issues are investigated and prevented from recurring.

You will drive structured problem-solving, coordinate diverse teams, and translate patterns into proactive improvements across

Qualifikationen

• Background in Quality Management, gained through education or professional experience.
• Experience involving customer complaints, complaint management, non-conformities, audits and/or continuous improvement.
• Exposure to software and/or hardware products, with understanding of how technical problems are investigated.
• Familiarity with structured problem-solving and root-cause methodologies such as 8D, RCA and corrective actions.
• Degree or equivalent in Engineering, Computer Science, Quality Management, Business Administration or related field.
• Quality or auditor certifications would be advantageous but not essential.
• Strong analytical skills and a structured, solution-oriented approach to solving problems.
• Ability to coordinate different teams and personalities, challenge constructively and keep investigations moving toward resolution.

Aufgaben

• Take end-to-end ownership of customer complaints—initial assessment, investigation and sustainable resolution.
• Coordinate complaint investigations across Development, Service & Support, Product Management and Quality teams.
• Analyse technical issues involving software and hardware products, including bugs and recurring problems.
• Drive root-cause analysis and corrective actions to address underlying problems.
• Apply structured problem-solving methodologies such as 8D.
• Manage multiple complaint cases while keeping stakeholders accountable.
• 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 via KPIs and reporting.
• Influence and coordinate stakeholders across the organisation without formal authority.

Kenntnisse

Quality Management

Root Cause Analysis

8D Problem Solving

Stakeholder Management

Software/Hardware Diagnostics

German B2

Ausbildung

Engineering/CS/Quality Mgmt

Jobbeschreibung

TalentCloud Group Recruitment is seeking a Technical Complaint Specialist in Basel, Switzerland, to own customer complaints from initial investigation through sustainable resolution. The role sits at the intersection of Quality, Software & Hardware Development, Service & Support, and Product Management, ensuring issues are investigated and prevented from recurring.

You will drive structured problem-solving, coordinate diverse teams, and translate patterns into proactive improvements across