Customer Relationship Engineer

Found in: Talent CN S2 - 7 days ago

Shenyang, China Faurecia Full time

Job Description

Essential responsibilities and duties
The customer quality engineer is responsible for achieving customer satisfaction according to the control of the production process, managing the customer on-site service team, ensuring the normal production of customers, responsible for feedback and timely handling of after-sales employees and customer complaints, as well as the analysis and appeal of after-sales returned parts, tracking the effectiveness of verification measures, maintaining customer relationships normally, and ensuring and improving customer satisfaction

客户质量工程师根据控制生产过程来负责达到客户满意度，管理客户现场服务小组，保证客户正常生产，负责反馈并及时处理售后员工和客户的抱怨信息，以及售后退货零件的分析、申诉，跟踪验证措施的有效性，正常维护客户关系，确保并提高客户满意度。

The main missions of the role are:
1、As the main representative of the factory，Collect customer quality information (indicators issued by customers, annual/monthly performance results, etc.) and pass it on to line managers and management team 作为工厂的主要代表和客户进行接触。收集客户质量信息（客户下达的指标、年度/月度绩效结果等），及时传递给直属经理和工厂；
2、Confirm the defects and deductions at the customer, clarify the responsible party, and deal with the customer assessment on the spot 对在客户处的不良和扣分进行确认，澄清责任方，现场处理客户考核；
3、Ensure the normative use of the product on the customer's assembly line 确保产品在客户装配线上的规范性使用；
4、Organize and participate in all quality meetings of the customer (problem solving, management change and progress methods, etc.) to ensure that all validations required by the customer are completed 组织并参与客户的所有质量会议（解决问题，管理更改和进度方法等），确保完成客户所要求的所有验证；
5、Adopt an immediate containment policy at the customer's site for adverse reactions from customers, collect accurate and complete defect related information, promote corrective and preventive actions within the factory, verify the results, and provide feedback to the customer 对客户发出的不良反应，在客户现场采取即时围堵政策，收集准确和完整的缺陷相关信息，推动工厂内部制定纠正预防措施，验证结果，并向客户反馈；
6、Respond quickly to solve quality problems at the factory production site and customer site, and carry out and track the completion of temporary quality measures in the factory to ensure customer satisfaction 快速反应，解决工厂生产现场和顾客现场发生的质量问题，开展并追踪工厂内临时质量措施的完成以保证客户满意度； 
7、Identify and improve defective product specifications according to customer requirements 确定并对有缺陷的产品规格按照客户要求进行改进；
8、 Confirm/analyze scrapped products and returned products after sale at the customer's place, and organize relevant functions to take corrective and preventive measures 确认/分析客户处报废品、售后退回品，组织相关职能功能采取纠正预防措施；
9、Conduct regular customer satisfaction surveys/analysis, organize measures to address customer dissatisfaction, and return to customer responses to improvement measures to improve customer satisfaction 定期进行客户满意度调查/分析，组织对客户不满意项采取措施，并回访客户对改进措施的反应，提升客户满意度；
10、Every day, we work with the production quality department to manage and ensure that customer concerns are addressed 每天与生产质量部门一起管理并保证客户关心的问题能够得到解决；
11、Responsible for the organization, management and performance appraisal of the customer service team 负责客服团队的组织、管理、绩效考核； 
12、Responsible for the daily maintenance of the customer's B2B system, including but not limited to: ISIR upload, 8D report upload, daily system information confirmation, etc 负责客户B2B系统的日常维护，包括但不限于：ISIR上传、8D报告上传、日常系统信息确认等；
13、Submit the signing materials to the customer quality on time. Maintain records of customer complaints, assist and participate in improvement programs 整理并向客户质量按时提交签级资料。保存客户投诉记录，协助并参与改进计划；
14、Support the implementation of the company's quality system, as well as customer visits and audits, and be responsible for collecting and recording customer feedback during the audit process 支持公司质量体系的实施，以及客户来访及审核，并负责收集并记录客户审核过程中反馈的问题；
15、The implementation of the FES system in the quality department ensures that key indicators are achieved 质量部门FES体系的执行，确保关键指标达成；
16、Other matters arranged by the leader 领导安排的其他事项；
17、Faurecia's Code of Ethics and Management is the basic code of business conduct and ethical and governance guidelines that bind itself and its partners 以佛吉亚的道德规范和管理规范为基本商业行为准则和道德及管理指南约束自身及合作伙伴
Qualifications
The ideal candidate will have/be:
Minimum education level：大学本科以上学历
Experience:
• Bachelor's degree in science and engineering学士学位，理工类专业；
• More than 3 years of working background as a Tier 1 supplier of auto parts拥有3年以上汽车零部件一级供应商工作背景
• More than 1 year of customer quality management experience拥有1年以上客户质量管理经验
Skills and competencies
• Familiar with the client's standards, processes, tools and methods;熟悉客户的标准，流程，工具和方法；
• Ability to use quality analysis tools such as SPC and 8D 能够使用SPC、8D等质量分析工具；
• Strong ability to achieve customer satisfaction;较强的达到客户满意度的能力；
• Good command of English expression良好的英语表达能力；
• Good computer operation skills, familiar with office software;良好的计算机操作能力, 熟悉办公软件；
• Good communication skills and a sense of responsibility良好的沟通能力和责任感；
• 培训创新力（Cultivates Innovation）
• 管理复杂性（Manages Complexity）
• 关注客户（Customer Focus）
• 结果导向（Drives Results）
• 与他人合作（Collaborates with Others）
员工了解企业文化，阅读并理解公司道德规范，管理规范，企业愿景以及价值观等，并依次执行！
Employees understand the corporate culture, read and understand the company's code of ethics, management norms, corporate vision and values, etc., and implement them in turn

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