Customer Service Leader

Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.

Field Early Warning procedure

• Detect field claim spikes with FEW triangles, analyze factors, create red flag until 15th of each month.
• Link VIM with Red flag within 48h: with VIM if known issue or VIM FEW to ensure the quick collection of the “Right” parts.
• Monitor the 3MIS claims for each claims categories and confirm efficiency of containment actions.
• Maintain customer part number in WINGS to ensure compliance with Valeo product hierarchy.

Field returns analysis

• Warranty return sample must be secured, follow the Valeo warranty part analysis procedure, comply with Customer and Valeo Warranty QRQC requirement including respect of timing.

OEM, Dealer and End user interface.

• Should able to interface with OEM quality and service team, Dealer and End user to support the warranty concern, and to collect associated detailed field data. Presently logically to customer as required.

Defining the warranty liability with Customer

• Technically analyze the warranty part and present the % of Valeo liability on the failure and get the agreement on warranty liability.

Statistical analysis of the customer warranty data and escalate any risk.

• Statistical analysis of the raw warranty data from customer and able to make conclusion on the data analysis and escalate any quality and cost risk.

Good Cross-functional team communication.

• Customer feedback and field analysis feedback should be communicated to different teams within the organization and able to bring the solution from them applying QRQC methodology.