Senior Engineer, Customer Quality

What You Will Do

• To manage a customer quality and improve customer scorecards. Develop proactive visit plan & quality improvement plan to customers.
• Proceed QN (Quality Notification) process for customer complaints.
• One quality contact window for local customers, lead the communication with customers.
• Screening out customer problems which are not Molex caused.
• Containment action applied in Supply Chain Hub and customer inventory.
• Review and present 8D to customers till getting customer approval.
• Follow up the effectiveness of improvement action in customer sites and QN closure.
• Provide prompt technical support to customers in resolving quality issues.
• Provide prompt technical support to customers in resolving quality issues.
• Manage customer portals related to QN, scorecard, QSA, QPA, customer requested regular report.
• Support and solve customer application issues by utilizing internal resources.
• Cost saving support – deviation, local sorting, customer charge review & negotiation.
• Proactive customer visit to maintain intimacy with customers, collect VOC, perceive potential business opportunity.
• Provide active support to customers on new product launch, processes and technical queries.
• Solicit and analyze customer’s feedback to identify and initiate improvement plans. Drive internal quality and customer scorecard & service improvement according to QN analysis and customer feedback.
• Plan and organize customer’s review and audits – the main goal of any activities undertaken is to improve customer satisfaction.
• Provide customer complaint information correctly to Molex at the first time.
• Coordinate different functional groups to resolve customer complaints. Stakeholders include plant Quality, FAE, PDE, AQP, PM and GSM. Support plant on 8D review and coordinate the progress to meet customer requirements. Escalate critical claims to divisional management.
• Support customer quality audits to Molex plants.
• Play the supervisor role including RRE discussion, performance appraisal, reward/compensation review and routine administration.

Who You Are (Basic Qualifications)

• Engineering Background
• More than 5 years in the area of interfacing with customers.
• Experience in connecting (connector & cables) products in datacom, automotive, consumer and/or commercial industries.
• Problem solving abilities (8D, 5-whys).