Position Summary (Responsibility): The Quality Customer Care Technician has the responsibility to execute customer satisfaction through customer complaint response procedures according with customer specific requirements, 8D, DPS, DPRTS, Customer Portal, control plan execution and PFMEA update.
Competencies and required skills
PDCA
Pareto
Quality control
Standard work
Customer portal
8D
DPRTS
PRS
OSA standard
Competency matrix
Structured problem solving
Control plans
Quality troubleshooting matrix
5S
Reverse PFMEA
IATF 16949
Production Shutdown
PPAP
Kappa test
MSA
Daily performance management
AIAG / VDA
Customer assurance policy
SAP
Statistical methods
Control chart
SPC
PFMEA for special processes
BOT, BOD, BOP & WPO
Line side review process
General Functions
Ensure customer satisfaction process
Ensure customer KPI's performance.
Ensure customer complaint response on customer portals for all WFCC and CSE reports
Ensure customer specific requirements and communication to plant
Any other work activity related to your position
Flow 5 / Mass production: Ensure customer satisfaction process.Problem management
Liaison with Customer to improve customer satisfaction.
- Quality Alerts implementation. - Implement ICA (Interim Containment Action). - Analysis of part returned due a Warranty issue. - Prepare a Customer Presentations for quality Issues. - Ensure temporary measures are eliminated once process performance & stabilization are back to expected levels.
Ensure customer KPI's performance.
– Monitor customer KPI performance, analyze data over weekly, monthly, annual periods.
– Apply continuous improvement process to upgrade customer KPI’s, identify most relevant continuous improvement activities.
– Perform corrective action process for customer KPI’s below target.
Ensure lessons learned database to capitalize learnings.
Ensure customer complaint response on all WFCC and CSE reports. Problem management
Liaison with Customer to rapidly address quality escapes.
Coordinate with the multidisciplinary team the problem solving. - Control of all inventory available at pipe line. - First answer: 24H. - Ensure root cause analysis process completion. - Ensure the implementation of irreversible corrective actions. - Final answer with root cause identified and action plan defined: 14 days. - Submit corrective action related to customer complaints (WFCC, Unformal, WIRS) on customer portals. Control of sorting services related of Customer complaints. - Coordinate RMA. - Containment: immediate. Ensure that quality checks & rework are well defined, managed & data collected for effectiveness verification.
Ensure customer specific requirements and communication to plant.
– Ensure monitoring of customer specify requirements on the customer portals.
Identify change on the Customer Specific Requirements.
Notify Customer Specific requirements to plant areas involved.
Apply customer specify requirements changes.
Verify proper execution of customer specific requirements
Required Training
Orientation + Basic Training / On Boarding
Any other training required according to your role
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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.
