- Location
- Shanghai, Shanghai, China
- Workplace
- Remote, Onsite
- Type
- Full-time
- Closing date
- Today
- Source
- Workday
Description
At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
This position reports to:
Quality Manager__
In this role, you will have the opportunity to support the deployment of the quality strategy for a local organizational unit, including quality culture, systems, tools, and competent teams with the aim to achieve and exceed customer expectations, while ensuring sustainable operations. Each day, you will assist the organization in achieving the right mix of prevention, continuous improvement, robust root cause analysis, quick response, and sustainable solutions to problems. You will also showcase your expertise by collaborating with local functions that impact the quality results to reach the targets for the organizational unit and aim for world-class performance.
You will be mainly accountable for:
Handling customer complaints
Complaint Reception and Response: Respond to customer complaints within the specified time limit, confirm complaint acceptance, send preliminary responses to customers, clarify responsible persons and estimated timetables.
Create and maintain customer complaint records within the CCRP system to ensure information completeness and real-time status updates.
Coordinate internal and external resources, conduct preliminary analysis and formulate plans, and quickly resolve customer on-site issues.
Maintain proactive communication with customers, regularly synchronize progress to ensure they are informed and valued.
Cause analysis and countermeasure formulation (8D / RCA).
Organize and lead the 8D problem-solving process, coordinating relevant internal departments (production, engineering, procurement, etc.) to participate in the analysis.
For recurring complaints or systemic issues, proactively initiate improvement projects to prevent similar problems from recurring.
Completed the writing of 8D/RCA/quality declaration reports to ensure the report content was accurate, logically clear, and professionally languaged, meeting client reporting requirements.
Field Service Quality Management
Formulate and update quality standards and work norms for on-site services, train on-site personnel, and standardize on-site safety operations.
Supervise and support the work of field service engineers, and, when necessary, participate in major fault handling or on-site service activities for important clients.
Establish and regularly update the on-site service quality database, record the type, causes, handling plans, and results of each service, organize team sharing and discussion, and accumulate knowledge.
Technical Support & Remote Diagnostics
We accept customers' technical inquiries and provide professional guidance on product usage, installation and commissioning, maintenance, and remote fault diagnosis.
Organize and maintain a common technical FAQ database to improve response efficiency and consistency, reducing repetitive work.
Customer Training and Technical Empowerment
Based on customer needs, organize or participate in product usage and maintenance training to enhance customers' ability to independently handle common issues and reduce service frequency.
Prepare and update customer technical support materials, including FAQ manuals, operation guides, and common fault troubleshooting guides.
Collect customer training feedback, continuously improve training content and methods, and enhance customer satisfaction.
Daily Reporting and Cross-Department Collaboration
MES customer complaint data is updated weekly in a timely manner, including: number of new or closed complaints this week, progress of key complaints, on-site service status, technical support, and risk warnings.
Monthly summary of customer complaint KPIs (complaint volume, response rate, closure rate, duplicate complaint rate, etc.).
Maintain close communication with the sales team, promptly share customer quality updates, and jointly maintain customer relationships.
Collaborate with departments such as quality, production, engineering, and AME to ensure customer problem analysis reaches the root cause, corrective actions are implemented, and process improvements are carried out.
Complete other tasks assigned by the Quality Supervisor/Quality Manager.
Qualifications for the role (Mandatory)
1. Experience: 5+ years quality, warranty or service management experience in manufacturing of motors or generators.
2. Technical Skills: Fluent in English ( oral and written), Experienced Microsoft office and AI tools, SAP skill is preferred.
3. Competencies: Strong ability to independently handle customer issues; logical thinking and excellent communication skills; works well under pressure and independently at client site, project management skill and basic financial knowledge is preferred.
4. Attitude: Motivational, organizing and planning skills, goal-oriented, capability to work independently and analytical, good communication skills, ability to undertake the pressure.
5. Education: Bachelor’s degree or above, major in electrical or mechanical engineering.
Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.
Ready to make an impact?
Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.