1. Position SummaryDrive rapid response and effective resolution of key customer quality issues from the manufacturing side. Lead cross-functional coordination to ensure timely containment, root cause analysis, and sustainable corrective actions, ultimately improving customer satisfaction and product quality performance.2. Key Responsibilities2.1 Rapid Response to Customer Quality IssuesAct as the primary manufacturing interface for key customer quality concerns, complaints, and escalationsEstablish and execute a fast response mechanism (e.g., 24-hour containment, 48-hour initial analysis, regular updates)Lead urgent evaluation of major quality incidents, including risk assessment and containment decisions2.2 Problem Solving and Closure ManagementLead structured problem-solving activities using methodologies such as 8D, 5 Whys, Fishbone, etc.Coordinate cross-functional teams (Production, Process Engineering, Quality, Supply Chain) to drive resolutionEnsure effective implementation of containment actions, root cause identification, and permanent corrective actionsTrack progress and ensure timely closure in alignment with customer expectations2.3 Customer Communication and Technical InterfaceServe as the technical liaison between the factory and customer quality/engineering teamsPrepare and deliver quality reports (e.g., 8D reports, RCA reports)Participate in customer meetings, audits, and on-site visits as neededTranslate customer requirements into internal action plans and drive execution2.4 Manufacturing Process ImprovementDrive process improvements based on customer issues to enhance yield, stability, and reliabilityPromote error-proofing, standardized work, and process capability improvementEstablish control measures and early-warning mechanisms for critical processes2.5 Risk Prevention and System EnhancementLead lessons learned and institutionalized best practicesUpdate PFMEA, Control Plans, and related documentation based on findingsDrive preventive actions to eliminate recurrence of similar issuesSupport quality risk assessment during new product introduction (NPI)2.6 Data Analysis and ReportingDefine and monitor key customer quality KPIs (complaint rate, PPM, 8D closure time, etc.)Analyze quality trends and identify systemic issuesProvide regular reports and insights to management2.7 Cross-functional and External CoordinationCollaborate with Supplier Quality Engineering (SQE) on supplier-related issuesSupport Procurement and R&D in quality-related technical evaluationsMobilize internal resources quickly to address urgent issuesQualifications & Requirements:Bachelor’s or above in mechanical engineering, mfg engineering, process engineering or related fields.Minimum 5–8 years of experience in manufacturing, process engineering, or quality engineeringAt least 2–3 years supporting key customer quality issues or handling customer-facing rolesExperience in HVAC industries manufacturing preferredExperience in leading cross-functional problem-solving or improvement projectsFluent in English (written and verbal)Technical ExpertiseStrong hands-on experience with structured problem-solving methodologies (8D, 5 Whys, Fishbone, etc.)Familiar with products, manufacturing process and quality systems and standards.Experience with failure analysis techniques and manufacturing process optimization.#LI-SJ1#LI-Onsite