Job Details

Head of Customer Care

Job ID: 123390

Location: Jemmal, TN, 5020

Missions:

• Support the strategic planning of the department/unit by breaking down or developing the strategic planning for the group, within a short or medium-range time frame.
• Plan and administer the budget in his/her area of responsibility, in cooperation with the supervisor.
• Ensure compliance with the budget.
• Cooperate in personnel planning within his/her area of responsibility.
• Provide technical and disciplinary leadership to associates that report to him/her; make personnel decisions in cooperation with the HR department and the supervisor.
• Break down and prioritize group goals for associates.
• Implement guidelines, processes, and systems in his/her area of responsibility.
• Support assurance of all functions in his/her area of responsibility; implement measures in the event of deviations.
• Manage projects within the plant.
• Cooperate in identifying and developing suggestions for improvement (e.g., with regard to processes, equipment, IT-systems, etc.); implement the actions determined.
• Support other units in managing large-scale company tasks.
• Assure delivery fulfillment and quality by the efficient use of machinery, material, and equipment; according to the criteria of production planning/control and characteristics.
• Assure quality testing on parts based on test plans, technical drawings, and work instructions (e.g., with regard to function, completeness, etc.), compare target/actual deviations as necessary.
• Set priorities within stated times and goals.
• Conduct shift and operation planning.
• Assure rearrangement of work processes and work equipment in case of interruptions and bottlenecks.
• Monitor cost development; assure compliance with predetermined budgets/overheads; implement corrective actions as needed, in cooperation with the supervisor.
• Assure compliance with process and procedural directives.
• Implement safety, health, and environmental protection regulations as part of legislation.
• Provide methodological training of people involved in the customer complaint process in all areas of operation of the production area.
• Determine significant KPIs to evaluate the customer complaint process.
• Prepare reports on the customer complaint process based on the defined KPIs, assessing timely work, completeness of 8D report processing, completeness of cost recording, and plausibility content.
• Close customer complaints in QSYS/RQMS after verification of complaints processing.
• Prepare the complaints presentation according to VDA 6.3.
• Participate in the customer complaints and highlight meetings with residents.

Profile:

Specific Knowledge/Education:

• Bachelor's degree or more in a technical, scientific, or specialized field.
• 5 years of experience in the automotive industry.
• High expertise in quality tools.
• Good knowledge of English and German.
• Knowledge of IATF 16949.
• Familiarity with customer-specific requirements.
• Formal Q/VW Standards.

Skills of DRÄXLMAIER:

• Analytical skills and processing capacity.
• Leadership, teamwork, and conflict resolution.
• Goal-oriented and strategic thinking.
• Flexibility and innovative thinking.