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Customer Quality Manager APAC

1 month ago

Laverton North, Victoria, Australia Landis+Gyr Full time
Key Responsibilities

The Customer Quality Manager APAC plays a pivotal role in enhancing customer experience with L+G by adhering to customer quality management processes and actively contributing to their improvement. The role involves actively participating in the identification, evaluation, and mitigation of risks and supporting the implementation of the Global Integrated Management System (IMS) in the APAC region.

Key Areas of Responsibility
  • Act as a liaison between L+G and customers, facilitating discussions and providing technical insights to support the overall business and sales department.
  • Effectively communicate quality solutions to customers based on the findings of root cause analysis.
  • Aligning with the customer quality management processes actively contributing to improve them.
  • Ensure effective problem-solving methods and tools are in place for customers response and reporting.
  • Manage CAPAs and customers facing on quality cases, ensuring quality and fast responses and that TAT (turnaround-time) targets are achieved.
  • CAPAs/8D and related KPIs reporting.
  • Support on CRM (L1 L2 L3) process improvements and providing governance for related performance management.
  • Drive products reliability improvement based on analysis of field returns and internal testing results.
  • Support contracts warranty clauses analysis.
  • Provide guidance and drive implementation of lessons learned and best practices sharing to continuously improve products and processes.
  • Drive the identification, evaluation, and mitigation of risks.
  • Support the implementation of the Global IMS in APAC region.
  • Participate in cross-regional and global initiatives as required.
  • Apply fundamental quality standards, procedures and follows Landis+Gyr policies.
  • Any other specific work activity that the manager determines as necessary.
Corporate Citizenship
  • Manage Energy Better: Consciously drive for continuous improvement in reusing, recycling, or reducing waste.
  • Maintain awareness of identified and potential health and safety, quality and environmental aspects within the workplace and their impact, including the reporting of any accidents/incidents/near misses or hazards.
  • Act responsibly to meet the objectives/requirements at the appropriate level as described in the Health, Safety and Integrated Management Systems.
  • Maintain a professional courteous manner with all vendors, contractors, and fellow employees.
Key Metrics

• Customer relationship management

• Quality complaints response and problems solving

• Product reliability performance tracking

• Lessons Learned for improvements