Customer Complaint, Quality Senior Engineer / Assistant Manager

SICK; Kampung Baru Ulu Tiram; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading international company in Johor is looking for a Customer Complaint Quality Senior Engineer / Assistant Manager. You will manage customer complaints, resolve non-conformance issues, and collaborate with teams to drive improvements. Ideal candidates have strong communication skills and proven experience in complaint management. The role offers competitive salaries and professional development opportunities within a supportive environment, focusing on quality excellence and continuous improvement.

Benefits

Competitive salary

Professional development opportunities

Work-life balance benefits

Qualifications

• Proven experience in customer complaint management or a similar role.
• Knowledge in electronic manufacturing.
• Ability to work independently and as part of a team.

Responsibilities

• Manage customer complaints and address non-conformance issues.
• Collaborate with cross-functional teams for corrective actions.
• Train staff on effective complaint resolution methods.
• Generate reports on complaint metrics and trends.

Skills

8D methodology

SPC

5W

MSA

FMEA

SAP

Strong communication skills

Analytical skills

Problem-solving abilities

Organizational skills

Job description

Customer Complaint, Quality Senior Engineer / Assistant Manager

We are looking for a skilled and dedicated Customer Complaint Quality Engineer / Assistant Manager to join our team. In this role, you will be responsible for managing customer complaints, addressing non-conformance issues, and collaborating with cross‑functional teams to implement effective corrective actions and drive continuous improvement initiatives. Your work will ensure customer satisfaction and uphold our commitment to quality excellence.

What you’ll be doing

• Address and manage customer complaints received through various channels including phone, email, complaint management portal
• Analyze and investigate the causes of complaints to determine appropriate resolutions.
• Collaborate with internal departments to address and resolve complaints efficiently.
• Train and support staff on effective complaint resolution methods.
• Monitor and analyze customer feedback to foresee and mitigate potential issues.
• Generate and present detailed reports on complaint metrics and trends to management
• Escalate unresolved, complex complaints and/or those requiring top management intervention when needed.
• Assess and continuously improve complaint handling processes
• Handle urgent or high‑priority complaints with promptness, professionalism and timely manner
• Communicate with other departments to resolve complaints, ensuring a consistent and fair approach
• Recommend changes to production processes based on customer feedback
• Ensure that all complaints are logged accurately and maintained in the company’s complaint management system

What we’re looking for

• Well versed in 8D methodology, SPC, 5W, MSA, FMEA, SAP
• Knowledge in electronic manufacturing
• Proven experience in customer complaint management, or a similar role.
• Excellent communication skills, both verbal and written.
• Strong analytical and problem‑solving abilities.
• Ability to handle high‑pressure situations and manage complex complaints.
• Strong organizational skills, attention to detail and multitasking skills
• Ability to work independently and as part of a team
• Strong interpersonal skills and ability to collaborate effectively with multiple departments.
• Strong report‑writing and presentation skills.
• Flexibility to respond to urgent or high‑priority complaints as needed.
• Proactive and solution‑oriented mindset
• Dedication to continuous improvement
• Ability to interpret and analyze data effectively

What we offer

At SICK, we are committed to providing a supportive and rewarding work environment for our employees. We offer competitive salaries, opportunities for professional development, and a range of benefits to support your work‑life balance. You’ll have the chance to work with a talented team and contribute to the growth and success of our organization. If you’re passionate about quality and driven to make a difference, we encourage you to apply for this exciting role.