Customer Complaint Engineer

Business overview

Volex is a global leader in integrated manufacturing for performance-critical applications and a supplier of power products. We serve a diverse range of markets and customers, with particular expertise in cable assemblies, higher-level assemblies, data center power and connectivity, electric vehicle charging, and consumer electricals. We are headquartered in the UK and operate from 28 manufacturing locations with a global workforce of over 14,000 employees across 25 countries. Volex operates across five divisions: Complex Industrial Technology, Consumer Electricals, Electric Vehicles, Medical, and Off-Highway/Specialist Automotive. Our products are sold through our own locally based sales teams and through authorized distributor partners to Original Equipment Manufacturers (OEMs) and Electronic Manufacturing Services (EMS) companies worldwide. All of the products and services that we offer are integral to the increasingly complex digital world in which we live, providing power and connectivity from the most common household items to the most complex medical equipment.

Job Role / Job Overview

• Customer Centric.
• As the vital interface related technical and quality issues between customers and internal manufacture teams, ensure every voice is heard, every concern addressed with care and precision.
• Quick learner and responsive, initiative and pro-active to put itself at customer shoes.
• Heart of resolving customer issues, leading the team to do strong root cause analysis and collaborating across departments to implement effective corrective & preventive actions.

Responsibilities

• Communicate promptly with external customer and internal stakeholder.
• Together collaborate with Quality Improvement role driving resolution for customer issues to enhance customer experience and mitigate business risk.
• Together collaborate with Quality Improvement role drive CI efforts and improvement on overall customer journey.
• Leading to analysing the complaint (Failure Analysis and QA), challenge root-cause identification to formulate effective corrective and preventive actions.
• Interact regularly with customers to understand the expectations and concerns and resolve customer complaints in a timely manner.
• Represent the Voice of Customer and drive the customer centricity within the entity.
• Escalate and alert the management on issues.
• Challenge internal stakeholder to improve customer satisfaction and achieve quality goals.
• industrial problem management: Issue to Prevention management, using 8D methodologies (warm loop and cold loop), with CS&Q related processes.

General Profile and Requirements

• Diploma/Bachelor Degree in Mechanical / Electrical Engineering or equivalent.
• Good command in English.
• Communication and analytical skill mandatory and important.
• Computer literate MS excel, word, Power Point.
• Experience 5years in the same function.
• Good knowledge of internal quality practices.
• Knowledge of related industrial practices.
• Strong knowledge Quality Core.
• Communication competencies.

Equal Opportunity Statement

Volex is committed to upholding fair, inclusive, and non-discriminatory employment practices. All employment decisions are based strictly on job-related qualifications and merit, without regard to personal characteristics unrelated to job performance. We maintain a zero-tolerance policy toward discrimination, harassment, and the use of child labour. Volex also recognises and respects the right of employees to representation and collective bargaining, and we are dedicated to fostering a safe, respectful, and empowering work environment for all.