Customer Quality Support in Shenzhen, Guangdong Province, China

The key responsibilities of this individual include:

  1. Manage and coordinate customer complaints and technical issues, owning the relationship with the customer’s quality and process engineers.
  2. Work with customers to verify, understand and trouble-shoot the quality or technical issues, Onsite travel in reaction to urgent customer complaints as needed (often needs to be on-site within 24 hours).
  3. Update customers and generate 8D report in a timely manner regarding the status and root cause.
  4. Manage the investigation and analysis to identify root causes along with the complaint investigation and Manufacturing, Tech & Quality team in China.
  5. Use of problem-solving methodologies during the process (i.e. 5Why, 8DIshikawa Diagram)
  6. Respond to customer issues urgently including off hours as needed
  7. Develop a strong understanding of product and customer’s integration process with product Ensure supplier and contract manufacturer conform to specifications and quality requirements by reviewing PFD, FMEA, control plan, MSA, operation standards etc. and sign supplier PPAPs/FAl as needed
  8. Documented customer complaint following the process requirements.

Required Qualifications:

  1. BS degree in Engineering or Science.
  2. Fluent English and Mandarin.
  3. Over 3 years of experience in mobile electronics industry such as smartphones earbuds or smartwatches.
  4. Over 5 years in Customer Quality/Engineering or Customer Assurance role.