Job Description

This position will lead the investigation, resolution, and prevention of external and internal customer-reported quality issues. This role requires strong analytical skills, cross-functional collaboration, and a customer-centric mindset to drive continuous improvement in product quality and customer satisfaction.

Responsibilities:

- Investigate and analyze customer complaints to identify root causes of the quality issues.

- Document findings and provide technical reports with clear corrective/preventive action plans.

- Ensure timely resolution of complaints in alignment with customer expectations and company requirement.

- Utilize quality tools (e.g., 5 Whys, Fishbone Diagrams, Pareto Analysis) to determine root causes.

- Collaborate with cross-functional teams (ETS, Marketing, Product Development, Production, Supply Chain, etc.) to validate findings.

- Develop and implement effective CAPA plans to address systemic quality issues.

- Monitor and verify the effectiveness of corrective actions through follow-up audits/metrics.

- Maintain accurate records of complaints, investigations, and resolutions in the quality database.

- Act as a technical liaison between customers and internal teams to clarify issues and provide updates.

- Prepare formal responses to customers, ensuring clarity and professionalism.

- Perform other duties and responsibilities as assigned.

- Bachelor’s degree in Mechanical & Electronical Engineering or equivalent.

- 5+ years’ experience in quality engineering, preferably in electronical lock industries.

- Proven experience in customer complaint handling.

- Strong knowledge of quality tools (8D, FMEA, Control Plans, PPAP, etc.).

- Proficiency in PC software (e.g., Minitab, Excel, PowerPoint) and ERP systems (e.g. SAP).

- Good communication skills (written and verbal) of English (CET4 or above).

- Strong interpersonal & presentation skills.