ACCOUNTABILITY:
- Managing product quality (QP) complaints from customers in SEA
- Provide “Normal technical assistance (NTA)” to customers in SEA
- Conduct QMS audit, or other quality related activities, on supplier / 3PM (tollers) in SEA when required
RESPONSIBILITIES:
- Ensure all QP complaints are handled in a timely and consistent manner. This includes but not limited to:
- Pulling all relevant stakeholders (including sales, plant QC, technical service, process technology, supply chain, product manager etc) together to investigate and resolve the complaints. Organize meetings as necessary.
Visit customer or warehouse when required
Ensure all corrective and preventive actions (CAPA) are effectively executed
Ensure relevant information are collected and documented in CRM system
Prepare final investigation report for customers
- Conduct quarterly QP complaint trend analysis to identify areas for improvement (if any)
- Organize quarterly “Product quality complaint council (PQCC)” to review QP complaints and trends with all stakeholders and drive continual improvements.
- Provide timely and accurate Normal Technical Assistance (NTA) to customers.
- Maintain QP complaint and NTA handling process integrity. Continually improve and standardize internal workflows and procedures whenever applicable.
- Conduct QMS audits (or other quality related activities) on suppliers and 3PM (tollers) whenever required
REQUIREMENTS:
- 4-5 years’ experience in multinational company or internally at least 2 years minimum experience within LZ organization is required.
- Experience in the chemical, pharmaceutical, food, oil industry is preferred
- Operations, customer experience or quality assurance experience is preferred.
- University Degree or above in material or chemical engineering or chemistry is preferred;
- Effectively communicate both verbally and written in English
COMPETENCIES:
- Acts with integrity
- Communicates effectively
- Collaborates (locally and globally)
- Seeks new and better approaches to their work
- Delivers results
- Develops self
- Analysis
