Técnico de Calidad GUADALUPE III

Aptiv; Guadalupe; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Quality Customer Care Technician to enhance customer satisfaction through effective complaint management and quality control. This role involves executing customer-specific requirements, analyzing KPI performance, and implementing corrective actions to ensure top-notch service delivery. The ideal candidate will thrive in a dynamic environment, utilizing their analytical skills to drive continuous improvement and maintain high standards of quality. Join a forward-thinking team dedicated to excellence in customer care and make a significant impact in ensuring customer satisfaction.

Formación

• Experience in customer satisfaction processes and complaint management.
• Strong analytical skills for KPI performance monitoring.

Responsabilidades

• Execute customer satisfaction initiatives and respond to complaints.
• Monitor and analyze customer KPI performance regularly.
• Coordinate problem-solving with multidisciplinary teams.

Conocimientos

Customer Satisfaction Initiatives

Complaint Response Procedures

Data Analysis

Root Cause Analysis

Quality Control

Educación

Bachelor's Degree in Engineering or related field

Herramientas

Customer Portal

KPI Monitoring Tools

Descripción del empleo

Position Summary (Responsibility)

The Quality Customer Care Technician is responsible for executing customer satisfaction initiatives through customer complaint response procedures, aligned with customer-specific requirements, including 8D, DPS, DPRTS, Customer Portal, control plan execution, and PFMEA updates.

General Functions

• Ensure customer satisfaction processes are followed.
• Monitor and ensure customer KPI performance.
• Respond to customer complaints on portals for all WFCC and CSE reports.
• Communicate customer-specific requirements to the plant.

Additional Responsibilities Related to Your Position

Flow 5 / Mass Production

• Implement quality alerts.
• Apply ICA (Interim Containment Action).
• Analyze returned warranty parts.
• Prepare customer presentations for quality issues.
• Eliminate temporary measures once process performance and stabilization are achieved.

Customer KPI Performance

• Monitor and analyze customer KPI data weekly, monthly, and annually.
• Apply continuous improvement processes to enhance KPI performance and identify key improvement activities.
• Conduct corrective actions for KPIs below target.
• Maintain a lessons learned database to capture insights.

Customer Complaint Response

• Coordinate problem solving with multidisciplinary teams.
• Manage inventory related to complaints.
• Provide initial response within 24 hours.
• Complete root cause analysis.
• Implement irreversible corrective actions.
• Provide a final response with root cause and action plan within 14 days.
• Submit corrective actions on customer portals and manage sorting services related to complaints.
• Coordinate RMA processes.
• Implement immediate containment measures, ensuring quality checks and rework are defined, managed, and data collected for effectiveness verification.