Customer Service Specialist

Responsibilities :

Manufacturing and Product Quality

Analyze product test data, manufacturing measures and field performance to improve product quality

• Work with factory / outsourced partner and cross functional team in resolution of key quality issues
• Initiate and drive continuous quality improvement of processes within respective areas, and support Vertiv Operating System (VOS) rollout with the ability to measure progress with data
• Lesson Learnt / Best practice sharing across region
• Deploy, train and audit quality policies, standards, and procedures for respective manufacturing locations, sub-contracting (3rd party), and service activities. Collaborate on improvement initiatives leading to high quality level products

Service Quality

Work with Regional Service Teams to establish the foundation and quality management system for Service Quality

Perform internal audit, coordinate quality management reviews, and drive continual improvement

Maintain documents of the Quality Management System

Customer Quality

Customer Claims management coordination

Coordinate customer audits, and manage improvement actions

Conduct contract reviews for customer contract documentation

Supplier Quality (in cooperation with Market Unit, Supplier Quality organization and Supply Chain)

Support the Regional and Global Supplier Quality Teams, and Supply Chain organization by providing strategic quality support and expertise for supplier quality programs

Metric Reporting

Provide monthly reporting for relevant Quality KPI (E.g. : Warranty, Field Failure Rate, etc.), supported with detail analysis and improvement action plan

Others

Develop and maintain effective communication within the business

Perform other duties and oversee special projects and assignments as may be assigned by management

Qualifications :

BE – Electronics / Electrical / Mechanical or related field

Minimum 5 – 8 years of experience in Quality Management and in Mechanical \ Electrical\Electronics Manufacturing Industry. Experience with Data centre industry will be an added advantage

Strong leadership skills

Fluent in English and Mandarin

Excellent communication – interpersonal and customer relationship skills

IT skills—MS Excel (Intermediate to advanced) / MS office / PowerBI / Smartsheet

Problem-solving skills – Excellent problem solver, good knowledge of 8D methodology / Quality tools, an understanding of statistics (Analytical / numerical skills)

CQE, CRE, Six Sigma and Lean certification will be an added advantage

Self-starter; Ability to work independently with minimum supervision; Ability to work under pressure and manage multiple and conflict priorities.

Computer literate, specifically the MS Office package (Access included).

Ability to plan activities in short midterm.

Ability to coordinate people from different departments.

Highly customer focused.

Attitude to listen customers' (internal and external) needs.

Working in team.

Excellent attention to detail, with the ability to work accurately in a busy and demanding environment.

Physical & Environmental Requirements :

None

Time Travel Needed :

~15%