Customer Service Engineer Quality.

Zf Group; Santiago de Querétaro; On-site; MXN 350,000 - 520,000; Full time

Job summary

ZF Santa Rosa is seeking a Customer Service Coordinator within the Quality organization. You will manage official and informal complaints from OEM and Tier 1 customers, coordinating containment, root-cause analysis and corrective actions.

Maintain customer portals, track quality indicators, prepare weekly Corporate Quality reports, and support cross-functional problem-solving. A Bachelor’s degree in Engineering, 3+ years in automotive, Core Tools knowledge, strong English, and willingness to

Qualifications

• Bachelor’s degree in Engineering or related field.
• 3+ years in automotive industry, preferably in Quality or Customer Service.
• Knowledge of Core Tools (FMEA, Control Plan, MSA, SPC, APQP, PPAP) and 8D problem solving in VDA format.
• Experience with OEM portals is an advantage.
• Strong communication, negotiation, conflict resolution, leadership, and time-management skills.
• Advanced English; German or Chinese language skills desirable.
• Willingness to travel as needed.

Responsibilities

• Manage official and informal customer complaints from OEM and Tier 1 customers, coordinating containment, root-cause analysis, corrective actions, and timely responses.
• Support cross-functional problem-solving activities and verify the effectiveness of corrective actions using customer and quality requirements.
• Maintain customer portals and ZF systems, monitor quality indicators, and prepare weekly reports for Corporate Quality.
• Manage customer visits, escalations, annual validations, customer-specific requirements, and the receipt and shipment of parts.
• Review customer requirements and help ensure their implementation across the Santa Rosa plant’s assembly lines.
• Receive and manage Level 2 warranty claims and maintain failure information for original equipment and aftermarket products.
• Monitor quality-related costs, report plant expenses to Finance and Corporate teams, and coordinate payments to suppliers supporting customer complaint activities.
• Support compliance with IATF, ISO, ISO, ISO, customer-specific standards, and ZF’s “Living Zero Defects” quality policy.

Skills

Communication

Negotiation

Leadership

Time Management

Problem-Solving

Education

Bachelor's degree in Engineering

Tools

FMEA/Control Plan/MSA/SPC/PPAP

Job description

Description

About the Team

At ZF Santa Rosa, the Customer Service function is part of the Quality organization and works closely with plant teams, Corporate Quality, Finance, and automotive customers. The team coordinates responses to product nonconformities, supports root-cause analysis, and helps implement effective corrective actions. It also manages customer requirements, quality performance indicators, warranty topics, and customer visits. The position contributes to a customer-focused culture built around quality, compliance, and continuous improvement.

What you can look forward to as Customer Service Coordinator

• Manage official and informal customer complaints from OEM and Tier 1 customers, coordinating containment, root-cause analysis, corrective actions, and timely responses.
• Support cross-functional teams in problem-solving activities and verify the effectiveness of corrective actions using customer and quality requirements.
• Maintain customer portals and ZF systems, monitor quality indicators, and prepare weekly reports for Corporate Quality.
• Manage customer visits, escalations, annual validations, customer-specific requirements, and the receipt and shipment of parts.
• Review customer requirements and help ensure their implementation across the Santa Rosa plant’s assembly lines.
• Receive and manage Level 2 warranty claims and maintain failure information for original equipment and aftermarket products.
• Monitor quality-related costs, report plant expenses to Finance and Corporate teams, and coordinate payments to suppliers supporting customer complaint activities.
• Support compliance with IATF , ISO , ISO , ISO , customer‑specific standards, and ZF’s “Living Zero Defects” quality policy.

Your Profile as Customer Service Coordinator:

• Bachelor’s degree in Engineering or another relevant discipline.
• At least three years of experience in the automotive industry, preferably within Quality, Customer Service, warranty, or customer complaint management.
• Knowledge of automotive Core Tools, including FMEA, Control Plan, MSA, SPC, APQP, and PPAP, as well as structured 8D problem-solving in VDA format.
• Familiarity with IATF , ISO , and customer‑specific requirements; experience with OEM customer portals is an advantage.
• Strong communication, negotiation, conflict‑resolution, leadership, and time‑management capabilities.
• Advanced English proficiency; German or Chinese language skills are desirable.
• Availability to travel and flexibility to support business and customer requirements when needed.

Why you should choose ZF in Santa Rosa?

• Join an international automotive technology organization with exposure to leading OEM and Tier 1 customers.
• Work in a collaborative, cross-functional environment focused on quality, customer satisfaction, and continuous improvement.
• Develop specialized expertise in automotive quality systems, customer-specific requirements, warranty management, and problem‑solving methods.
• Contribute to a workplace committed to product quality, environmental responsibility, and occupational health and safety.