Customer Technical Assistance Specialist - Collaborative Environment

ACCOUNTABILITY:

• Managing product quality (QP) complaints from customers in SEA
• Provide “Normal technical assistance (NTA)” to customers in SEA
• Conduct QMS audit, or other quality related activities, on supplier / 3PM (tollers) in SEA when required

RESPONSIBILITIES: 

Ensure all QP complaints are handled in a timely and consistent manner. This includes but not limited to:

• Pulling all relevant stakeholders (including sales, plant QC, technical service, process technology, supply chain, product manager etc) together to investigate and resolve the complaints. Organize meetings as necessary.
• Visit customer or warehouse when required
• Ensure all corrective and preventive actions (CAPA) are effectively executed
• Ensure relevant information are collected and documented in CRM system
• Prepare final investigation report for customers
• Conduct quarterly QP complaint trend analysis to identify areas for improvement (if any)
• Organize quarterly “Product quality complaint council (PQCC)” to review QP complaints and trends with all stakeholders and drive continual improvements.
• Provide timely and accurate Normal Technical Assistance (NTA) to customers.
• Maintain QP complaint and NTA handling process integrity.  Continually improve and standardize internal workflows and procedures whenever applicable.
• Conduct QMS audits (or other quality related activities) on suppliers and 3PM (tollers) whenever required

REQUIREMENTS:

• 4-5 years’ experience in multinational company or internally at least 2 years minimum experience within LZ organization is required.
• Experience in the chemical, pharmaceutical, food, oil industry is preferred
• Operations, customer experience or quality assurance experience is preferred.
• University Degree or above in material or chemical engineering or chemistry is preferred;
• Effectively communicate both verbally and written in English

COMPETENCIES: 

• Acts with integrity
• Communicates effectively
• Collaborates (locally and globally)
• Seeks new and better approaches to their work
• Delivers results
• Develops self
• Analysis