Responsibilities

• Respond to customer complaints in a timely & professional manner.
• Investigate the causes behind the complaints, using problem solving techniques.
• Create reports for the customer.
• Report out to the relevant departments on the complaints received.
• Test and investigate the reported faults on hose returns.
• Log the returns details into the EQMS database, and ensure the information is kept up to date with the results of any investigation and also a record of any communication with the customer.
• Work with the Technical team (where applicable) to create a report for the customer detailing the faults, investigation and recommendations.
• Review any complaints due to Aflex error to ensure the defects are covered in the relevant FMEA.
• Drive Root Cause Analysis meetings, providing detailed outcome and action plan resulting from the meeting.
• Monitor CAPA and validate for closure
• Follow up any complaints/issues with the customer to ensure they are satisfied with the resolution.
• Liaise with Department Heads/Technical to identify suitable corrective and preventative actions.
• Collate Monthly statistics into spreadsheets already developed, in the required time frame.
• Report any trends as soon as they are identified to the Quality Manager in the first instance.
• Create means of monitoring these trends to create a visual dashboard.
• Identify and suggest any improvements to the customer returns process
• Identify improvements in the reporting of customer returns that would provide more accurate information
• Lead improvement projects to improve reporting and customer returns processes.
• Carry out audits in each manufacturing department when workload allows
• Carry out calibration to assist other members of the department

Required Skills:

• Six Sigma Experience (Green or Black Belt)
• This is a customer facing role so a professional attitude is required when responding to customer complaints, whether it is a verbal or written response.
• To deal with all customer complaints in a timely manner to a satisfactory resolution.
• Good working knowledge of quality systems.
• Strong analytical background
• Use of problem solving techniques
• Strong organizational skills
• Good Microsoft excel, work, PowerPoint, project capabilities
• Leadership and project management skills