Responsible for ensuring customer satisfaction by managing and resolving escalated quality-related issues across the supply chain. Develop, implement and maintain warranty analysis processes with all customers, striving for issues resolutions, interfacing with Engineering and Manufacturing teams on investigation of root causes and implementation of corrective actions. Ensure warranty costs management and communication with finance teams, pursuing costs reduction and accurate provisions.
Essential Duties & Responsibilities:- Serve as the senior point of contact for customer quality and warranty concerns, ensuring prompt response and resolution of issues.
- Be proficient and/or learn all customer portals and warranty procedures.
- Monitor and report customer quality and warranty performance metrics (e.g., PPM, customer scorecards, IPTV) and drive continuous improvement initiatives to meet and exceed customer expectations.
- Review warranty claims per customers' requirements to identify problems.
- Coordinate warranty returns and testing.
- Lead/participate in root cause analysis using problem solving tools.
- Oversee the preparation and submission of customer-required documentation, including 8D reports, and other quality deliverables.
- Work with engineering teams to define and implement design and/or manufacturing changes to fix quality and/or warranty issues.
- Provide technical support and guidance on warranty-related matters to internal teams and customers.
- Maintain accurate records of warranty claims, investigations, and resolutions.
- Develop and create reports and/or presentations for management and customers at defined frequency and/or on demand.
- Analyze warranty data and trends to identify risks and proactively address potential customer concerns and/or high warranty costs.
- Ensure lessons learned and best practices are shared across manufacturing sites to prevent recurrence of issues.
- Dispute warranty claims and/or costs charged inappropriately to Aptiv.
- Be the primary point of contact for warranty costs related matters within internal teams and with customers.
- Work closely with manufacturing plants to ensure that customer quality requirements are consistently met and that quality systems are effectively implemented.
- Collaborate with finance and customer service teams to track warranty costs, make future estimates, support claims reconciliation, and ensure accurate reporting of warranty-related expenditures.
Qualifications & Requirements:- Bachelor's degree in Engineering, Quality Management, or a related field (or equivalent experience).
- Minimum of 5 years of experience in a customer-facing quality role, within the automotive industry with OEMs and Tier 1
- Experience with warranty systems of the vehicle OEMs (Ford, GM, STLA, Nissan, BMW, Tesla etc.) is required.
- Strong knowledge of quality management systems (IATF 16949, ISO 9001) and customer-specific requirements.
- Proven experience in managing customer relationships and resolving warranty issues while striving for warranty costs reduction.
- Excellent problem-solving skills with a strong ability to perform root cause analysis and implement corrective actions.
- Critical thinking and data analysis skills.
- Strong communication, interpersonal, and negotiation skills to effectively interface with customers and internal teams, achieving the desired goals.
- Ability to prioritize tasks, manage multiple requirements, and deliver results in a fast-paced environment.
- Proficiency in quality-related software and tools (e.g., Minitab, statistical analysis software) and Microsoft Office Suite (Excel, PowerPoint, Word).
Preferred Skills:- Spanish speaking skills and experience in working or travelling to Mexico.
- Experience with Automotive Electrical Systems and Electrical/Electronics manufacturing.
Work Environment:- This role requires a mix of office and on-site work at manufacturing facilities and customer locations.
- Full time in office, in person meetings are required.
- Travel may be required to support customer meetings, audits, and address quality concerns.
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