Job Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2022, Continental generated sales of €39.4 billion and currently employs around 200,000 people in 57 countries and markets.

The Customer Quality Manager serves as the primary quality representative towards automotive OEMs and Tier-1 customers, ensuring customer satisfaction through effective complaint management, quality performance improvement, warranty reduction, and compliance with customer-specific requirements.

The position drives cross-functional problem solving, customer escalation management, and continuous improvement initiatives to safeguard customer relationships and company reputation.

Standard & Process

▪ Set standard, processes, and software for Customer Complaint Management,

▪ define content of 8D incl. used Software

▪ set definitions for complaint vs collective scrap, warranty,

▪ conduct training for complaint handling and used software application

▪ Process creator S_13 incl. KPI reporting

- Develop standards for Quality contracts, requirements, standard customer Quality letters

Customer Specific / General Quality Requirements

▪ Ensure negotiation of customer targets with customer for SSL APAC plants, esp. if multiple plants are involved (e.g. ppm targets)

▪ Ensure the control of customer contracts and manuals (acceptance & rejected topics, defect catalog, for QM Systems & requirements, ...)

▪ Ensure customer quality requirements of SSL plants

▪ Negotiate with customer about special defects compensation agreement etc.

Quality Alert and Escalation

▪ Support plants on escalations with customers

▪ Track and follow up the closure of escalated customer quality issues

Customer Performance Rating / Score Card

▪ Ensure monitor SSL APAC customers' score cards and drive improvement actions

▪ Ensure coordination of customer satisfaction surveys across the plants

Complaint Management + Corrective Actions

▪ Ensure and support the customer complaint management of the SSL APAC plants

▪ Ensure the availability and continuous qualification for QM Customer complaint management of the plants

Warranty Management

▪ Assure continuous improvement based on complaints and field incidents (warranty)

▪ Conduct and analyze field monitoring for SSL products

▪ Ensure handling of warranty returns according to the agreements with customer, automotive and industry standards, Continental rules

▪ Support monitor warranty costs

▪ Drive lessons learned into new product design and process engineering

Qualifications

▪ University degree or above (Technical or scientific);

▪ Advanced Knowledge in Quality Management Systems (ISO/TS 16949 / IATF 16949, VDA, customer requirements) and Q-Methods (APQP, PPAP, FMEA, MSA, SPC, Six Sigma).

▪ Expert in Customer Complaint Management and tools (8D , A3, PDCA, Yokoten…)

▪ Experience in the QM functions of Automotive > 5 years, Experience in customer quality function > 2 years, prefer experience with surface materials (production, processing, testing, application)

▪ Leadership Experience with team member > 5

▪ Project experience in problem solving and process improvement

▪ Experience with matrix organization

▪ Good communication and negotiation skill

▪ work experience in international teams > 2 years