Senior Quality Manager Complaint Management

Infineon Technologies AG; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

Infineon Technologies AG is seeking a global lead for Complaint Management to oversee quality processes across Backend operations. This role involves engaging with various stakeholders, driving continuous improvement, and ensuring customer satisfaction through effective complaint management strategies. Ideal candidates will have an engineering degree, extensive complaint management experience in the automotive sector, and strong leadership qualities.

Qualifications

• Minimum 7 years experience in Complaint Management within Automotive Industry.
• Knowledge of ISO 9001 and IATF16949 standards.
• Willingness to travel internationally as required.

Responsibilities

• Lead the Complaint Management process globally.
• Achieve quality targets and maintain customer satisfaction.
• Report to management on complaint situations and KPIs.

Skills

Leadership

Interpersonal Skills

Communication

Moderation Skills

Teamwork

Education

Degree/Master in Engineering or related discipline

Tools

Microsoft Excel

Microsoft PowerPoint

Big Data Analytics Tools

Job description

Act as global lead for the Complaint Management business process at Infineon Backend worldwide

Job Description

In your new role, you will:

• Act as the global lead for the Complaint Management business process at Infineon Backend worldwide.
• Actively execute the Complaint Management business process to achieve operational targets and conformance to our Quality Management System.
• Contribute to the achievement of Backend Quality targets worldwide, such as reduction of customer complaints, production stability, 8D turnaround time, 8D assessment rate, and customer satisfaction.
• Present Backend Customer Complaint Quality situation and related KPIs to Backend Management.
• Own the Backend QM business process for critical 8D sharing. Organize and host sharing sessions and oversee the implementation of corrective and preventive actions.
• Maintain close interaction with local Complaint Management experts at Backend sites.
• Serve as the first contact partner for Divisions and Corporate Headquarters regarding the Complaint Management process, top defect modes, and major improvement projects in Backend.
• Represent Backend in the Infineon-wide Complaint Management Process Leader Group to discuss and align on related issues and improvements.
• Support preparation for critical customer meetings and participate as Backend representative to explain Backend Quality strategy and initiatives.
• Collaborate with worldwide Quality Customer Interfaces to enhance the effectiveness and efficiency of Complaint Management efforts.
• Develop input for Customer Quality improvement strategies based on internal assessments and customer feedback.
• Identify opportunities for continuous improvement and optimization of the Complaint Management process and Backend Quality performance.
• Drive Customer Read Across activities in Backend together with Infineon’s Automotive Division.
• Benchmark Backend sites for Complaint Management process performance, learning from the best.

Your Profile

You are best equipped for this role if you have:

• A Degree/Master in Engineering (Mechanical, Electronic, Electrical, Material, Manufacturing), Physics, or a related discipline.
• Good knowledge of Quality Management System standards (ISO 9001, IATF16949) and a minimum of 7 years proven experience in Complaint Management within the Automotive Industry, including leading 8D problem-solving teams and presenting results to customers.
• Strong leadership skills, team-oriented, and self-motivated.
• Experience in presenting to customers and managing customer expectations and cultural differences.
• Good moderation skills with internal and external stakeholders.
• Excellent communication and interpersonal skills, with cross-cultural experience considered an advantage.
• A high level of work ethics, integrity, and professionalism.
• Willingness to travel internationally and availability for business trips as required (Asia, Europe, America).
• Proficiency in Microsoft applications (e.g., Excel, PowerPoint) and big data analytics tools.

#WeAreIn for driving decarbonization and digitalization.

As a global leader in semiconductor solutions in power systems and IoT, Infineon enables game-changing solutions for green and efficient energy, clean and safe mobility, as well as smart and secure IoT. We drive innovation and customer success, caring for our people and empowering them to reach ambitious goals. Join us in making life easier, safer, and greener.

Are you in?

We are on a journey to create the best Infineon for everyone. We embrace diversity and inclusion, welcoming everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect, and tolerance, and are committed to providing equal opportunities. Our recruiting decisions are based on experience and skills. Please inform your recruiter if you need accommodations to participate in the interview process.