Objectives of the position:
This role involves Customer Quality Support for LAP’s product distribution, addressing customer feedback and product quality requirements/issues. The person in this position will be responsible for handling customer feedback or requirements, such as complaints, test data, and other technical information as requested. This includes necessary communication with all stakeholders (Customer, Supplier, Customer Service, Production Planning, Supplier Management, Logistics).
Knowledge in cable testing or Electrical & Electronic (E&E) product testing, along with an understanding of technical specifications, will be required to comprehend customer complaints (both technical and logistical) and provide appropriate advice for resolution.
Key Responsibilities:
Manage Customer Complaint Processes
- Acknowledge the complaint
- Update the complaint in SAP & Customer complaint log
- Track the complaint & close the complaint once actions are completed
- Summarize complaints for monthly reporting (LOS & Q-reporting)
- Properly handle customers' needs by providing accurate and timely information on inquiries related to cable standards, test reports and complaint handling
Track Supplier Quality
- Conduct incoming inspections when required or prompted by customer complaints
- Update results in the SAP system and release inspected lots according to the defined usage decision
- Generate Supplier Corrective Action Requests (CAR) and track corrective actions by liaising with the supplier
Compliance with Standards
- Familiarize with and comply with international cable testing standards and procedures
- Contribute to achieving company and department KPIs through due diligence, duty of care, and personal accountability for quality assurance in all tasks
Liase with Stakeholders
- Effectively close customer complaints by liaising with relevant stakeholders
Maintain Records
- Maintain records in SAP and other relevant records
Operate Laboratory Test Equipment
- Operate laboratory test equipment when required for the validation of complaints
Assist with Customer Technical Enquiries
- Assist with product test reports, RoHS, REACH, and CE inquiries
General Assistance
- Assist in other day-to-day activities related to the QA department as assigned by your superior
Skills & Qualification:
- Min. Diploma in Engineering (Electronics / Electrical) or equivalent
- Min. 1 year of experience in electrical / electronic product testing and qualification
- Knowledge in ISO 9001: 2015 QMS standard will be added advantage
- To be able to operate lab equipment (calliper, visual scope, resistance checker, High voltage tester).
- Prior experience in SAP system is required for this role. Knowledge of cable product testing is an added advantage
- Good written and communication skills in English
- Good customer handling skills and able to communicate to all levels in the organization
- Proficient in Microsoft Words, Excel & Power point
- Addresses present issues immediately and independently
- Possess self-confident and willing to share opinions and expertise in discussions
- Anticipate potential problems and takes action to avoid crisis
- Provide support to colleague in the Department and work as a team to achieve Department goals and targets
