Head, Quality And Customer Support

Head, Quality and Customer Support


Contacts:

Job Description

This position leads and directs the entire Quality and Customer Support department. S/he is responsible for ensuring quality requirements are met and as well as creating customer satisfaction and meeting customer’s expectations.

You will be tasked with:

Quality

·Oversee and manage entire Quality function such as inspection process, IQC, outgoing process, product quality and supplier quality.

·Create and implement procedures, work instructions and documentation of Quality System.

·Ensure adherence to set quality system requirements and procedures.

-Review and verify inspection records, identifying and documenting any quality non-conformances, including root cause analysis, corrective actions and preventive measures.

·Assessment of customer requirements by liaising with relevant parties on managing queries, feedback, complaints and returns.

·Review, oversees and maintain reliability testing program and track process work flow for continual improvements.

·Compile and issue weekly/monthly quality performance reports.

·Responsible for training and coaching of employees in Quality Assurance/Control department.

·Working closely with inter-departments such as Customer Support, engineering and Production to develop innovative and sustainable solutions and improvements to products.

Customer Support

·Develop and implement customer support policies and procedures that support employees to proactively handle and resolve customers’ issues promptly and effectively

·Establish and harmonise all customer care processes with corporate initiatives including reporting and resolution processes

·Handle escalated customer’s complaints or queries

·Manage and deploy a team of technicians according to customer’s requests

·Manage spare parts inventory

·Provide product recommendations or upgrades to customers to contribute to sales revenue

·Work closely with R&D, Supply Chain and Sales to investigate customers’ complaints and to identify root cause(s) and implement agreed improvement initiatives

·Partner closely with other cross-functional teams to translate business needs and product requirements into new solutions for customers

·Establish, track and monitor customer satisfaction standards and other performance metrics

·Manage coverage of telephone, email and remote-diagnostic service support to customers to provide technical support in a timely and effective manner for all our products

·Manage assignments of the role of “2nd level escalation problem owner” and provide on-site support when necessary

·Conduct regular trending analysis for support issues to identify targeted training needs, design improvements and other related improvements

·Represent customer support department as a representative during management meetings, providing reports on progress on major sites and other customer support-related details

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