Regional Customer Quality & Satisfaction Lead

FLSmidth; Monterrey; On-site; MXN 300,000 - 420,000; Full time

Job summary

FLSmidth in Monterrey, Mexico, seeks a Regional Customer Quality Satisfaction Specialist to drive customer quality satisfaction and assist the global QA team with rapid NCR/complaint responses and customer-centric resolution.

The role focuses on handling issues reported via Intelex, supporting the Sales/CRR teams, and guiding cross-functional stakeholders to close NCRs promptly, while conducting trainings and leading weekly review meetings to track progress and share lessons learned.

Qualifications

• Senior individual contributor with advanced education and relevant experience.
• 3–5 years industry experience.
• Good interpersonal and teamwork skills.
• Ability to read and understand specifications and drawings.
• Proficient in Microsoft Office.

Responsibilities

• Validate customer and internal issues and initiate NCRs and KOMs with relevant teams.
• Conduct training and guidance on Intelex reporting and complaint management processes.
• Participate in monthly business review meetings across the region.
• Provide recommendations to management based on NCR investigations and lessons learned.
• Lead weekly review meetings with stakeholders managing customer complaints to track progress and ensure timely closure.
• Communicate NCR progress and investigation updates to customers based on feedback from internal teams.
• Support and participate in initiatives in collaboration with FLS teams.

Skills

Interpersonal skills

Teamwork

Read specifications & drawings

Microsoft Office

Education

Advanced education

Tools

Microsoft Suite

Job description

FLSmidth in Monterrey, Mexico, seeks a Regional Customer Quality Satisfaction Specialist to drive customer quality satisfaction and assist the global QA team with rapid NCR/complaint responses and customer-centric resolution.

The role focuses on handling issues reported via Intelex, supporting the Sales/CRR teams, and guiding cross-functional stakeholders to close NCRs promptly, while conducting trainings and leading weekly review meetings to track progress and share lessons learned.