Quality - Customer Service

Shift : US Shift ( 6:00 PM IST - 03:00 AM IST)

Work Mode : Hybrid

Location : TE Connectivity , Kalyani magnum, JP Nagar

ROLE OBJECTIVE

The team will be responsible for supporting the Customer Quality team for the Automotive sector in AMERICAS region. Their primary focus will be to assist the Quality Team in day-to-day operations by taking over mainly technical and administrative tasks. The team will play a key role in ensuring outstanding customer experience for both internal and external stakeholders by enabling faster response times, improved productivity, and consistent communication. This also includes effective collaboration with the Supply Chain & Engineering team. This role does not INCLUDE any field sales activities or cold calls!

KEY RESPONSIBILITIES

• Intensive communication with the international internal customers, mainly in English and Partial communication with external international customers
• Manage and navigate multiple customer portals to facilitate service delivery and support.
• Assist in auditing customer data through internal TECHS systems to
• \\ensure data accuracy and compliance.
• Initiate and reassign Production Part Approval Process (PPAP) requests within the designated system to ensure timely processing and alignment with quality standards.
• Communicate the publication and updates of Quality Management System (QMS) documents to relevant stakeholders, ensuring transparency and compliance.
• Upload approved PPAP documentation to the Document Library, maintaining accuracy, traceability, and adherence to document control procedures.
• Proactively identify and escalate issues to relevant stakeholders for timely resolution.
• Create and manage Q Notes in accordance with established quality procedures, ensuring accurate documentation of quality issues, deviations, and corrective actions.
• Retrieve and maintain customer scorecards, ensuring accurate repository posting and record keeping.
• Oversee customer scorecard management to track performance metrics and support continuous improvement.
• Provide comprehensive documentation support to customers, facilitating clarity and compliance.
• Conduct timely follow-ups with customers to secure their scorecards and maintain engagement.
• Actively participate in internal quality review meetings to contribute to service excellence.
• Engage in continuous improvement initiatives aligned with TEOA standards to enhance operational efficiency.

QUALIFICATIONS / EXPERIENCE

• Bachelors degree in engineering, Quality Management, Business Administration, or a related field.
• Minimum of 1 year of experience in quality support, customer quality, or a related function within manufacturing, automotive, or technical industries.

SKILLS AND COMPETENCIES

• Technical capabilities: Expert functional/domain knowledge
• Proficiency in using internal quality systems (e.g., SAP, TECHS, Document Library)
• Data analysis and reporting using Excel or BI tools
• Very good written & verbal English language skills
• Very high customer and service orientation required
• Performance oriented and focused on Quality.
• Six Sigma Tools
• Ability to quickly adapt to new requirements
• Decision making skills
• Willingness to constantly learn also complex processes and scenarios
• Commitment to quality and process excellence
• Adaptability in a fast-paced, dynamic environment
• Confidentiality and professionalism in handling customer data
• Familiarity with PPAP, FMEA, Control Plans, 8D, and other core quality tools
• Flexible working in different time zones as per business requirements.Shift : US Shift