Customer Service Leader

2 Months ago • All levels

Customer Service

Job Description

The Customer Service Leader at Valeo is responsible for managing field early warning procedures, analyzing field returns, and interfacing with OEMs, dealers, and end-users. Key duties include detecting claim spikes, linking VIM with red flags, monitoring claims, maintaining part numbers, and ensuring compliance with warranty procedures. The role also involves defining warranty liability, performing statistical analysis of customer warranty data, and facilitating cross-functional communication to resolve issues.

Must Have:

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

Perks:

one of the largest global innovative companies, with more than 20,000 engineers working in Research & Development
a multi-cultural environment that values diversity and international collaboration
more than 100,000 colleagues in 31 countries... which make a lot of opportunity for career growth
a business highly committed to limiting the environmental impact if its activities and ranked by Corporate Knights as the number one company in the automotive sector in terms of sustainable development

Add these skills to join the top 1% applicants for this job

cross-functional

data-analytics

game-texts

user-interface

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.

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