Quality Technician

3 Months ago • All levels

Job Summary

Job Description

The Quality Customer Care Technician is responsible for ensuring customer satisfaction by addressing complaints according to customer requirements, utilizing methods like 8D, DPS, DPRTS, and control plans. This involves managing customer KPIs, responding to complaints within specified timelines (24 hours initial response, 14 days final response), and coordinating with a multidisciplinary team. The role includes implementing quality alerts, analyzing returned parts, preparing customer presentations, and ensuring corrective actions are implemented and verified. Additionally, they ensure continuous improvement of customer KPIs and maintain a lessons learned database.
Must have:
  • Execute customer satisfaction through complaint response.
  • Ensure customer KPI's performance.
  • Respond to customer complaints on portals within set timeframes.
  • Coordinate with a multidisciplinary team for problem-solving.
  • Implement corrective and containment actions.

Job Details

Job Description

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.

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.

  • 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.

  • 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.

Privacy Notice - Active Candidates: https://www.aptiv.com/privacy-notice-active-candidates

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.

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About The Company

Aptiv is a global technology company that develops safer, greener and more connected solutions enabling the future of mobility. Headquartered in Dublin, Aptiv has approximately 180,000+ employees and operates 12 technical centers, as well as manufacturing sites and customer support centers in 44 countries. Visitaptiv.com.

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