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Complaint Management Manager

Date: Oct 9, 2021

Location: Shanghai, Shanghai, China

Company: Voith Group

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About the Voith Group
The Voith Group is a global technology company. With its broad portfolio of systems, products, services and digital applications, Voith sets standards in the markets of energy, oil & gas, paper, raw materials and transport & automotive. Founded in 1867, the company today has more than 20,000 employees, sales of € 4.2 billion and locations in over 60 countries worldwide and is thus one of the larger family-owned companies in Europe.


For the [Voith Turbo], department [Sales China CV], we are looking for you as a Complaint Management Manager


Complaint Management Manager  
Complaint Management Manager

 

Job Responsibility:

1.        Coordinate and provide proper actions for customer complaint协调(公司内部)妥善应对客诉

2.        CM Record and CM report 对客诉进行记录并形成报告

3.        Prepare official complaint closure statement形成最终给客户的客诉报告

4.        Push quality improvement from the perspective of CM  从客诉的角度推动质量改进

5.        Responsible for the safety management of the team负责团队的安全管理工作

6.        Implement company & department’s quality policy and goals 贯彻公司和部门的质量方针、质量目标

7.        Internal interface: sales. crpm, commercial, quality内部的接口:质量,销售,应用工程,商务等

8.        External interface: end customer, OEM and dealership外部的接口:终端用户,主机厂,服务代理

 

 

Job Qualification:

1.        10 years working experience at related industry 10年相关行业工作经验

2.        University graduate in mechanical background 本科毕业机械相关专业背景

3.        Working experience of customer complain management of relative industry 具备相关行业客户投诉管理的工作经验

4.        Team leading experience 团队管理经验

5.        Easy going, and good at listening and advising 善于与人沟通相处

6.        Fluent English 英语流利

7.        Familiar with quality tool, such as 8D report 熟悉质量工具,比如8D

8.        Ability to balance between different sectors, e.g. customer, sales and service, OEM and internal需要平衡不同的的需求,比如客户和销售、售后,比如主机厂和公司内部。

9.        Ability to have some degree of flexibility and innovation resolve problems within proper communication and coordination. 在处理问题的时候需要能有一定的灵活性,和创新性,处理问题的时候能够和各方面保持有效的沟通和协调。