Quality Customer Complaints/Issue to prevention Sr.Manager
Schneider Electric North East Africa
Total des années d'expérience :24 years, 11 Mois
Corporate Quality Customer Complaints Sr.Manager, Quality Project Manager
- Responsible for development, implementation and follow up the improvements in the Customer complaints Management Process within the Zone, ensuring process robustness via deploying all related directives to reach the required maturity level as per the corporate guide lines, Plans and communicates all aspects of CCMP process improvement and quality .
- Leads and Sponsors quality initiatives as per Schneider Quality policy to protect the customers and the company from the consequences of the product malfunctions to enhance value offered to the customer dissatisfaction.
- Establish procedures for maintaining high levels of quality and customer satisfaction, Develop and maintain interfaces with the other parts in the organization in order to ensure consistency with other quality initiatives. Stop and put an end to any process which would endanger customer satisfaction or decrease internal performance on the basis of factual measurements.
- Leading Product Safety Alerts / Critical Issues / Business Risk issues ensuring implementation of Corrective and preventive actions to assure maximizing clients’ satisfaction.
- Manage quality issues and their resolution along its life cycle and implements corrective actions where necessary.
- Manage Returns Process through deployment, developing Returns Policy to ensure maintaining the required maturity level as per the corporate guide lines.
- Work collaboratively with Business Partners to control & reduce Non-Quality Costs through ensuring all methods / processes deliver the expected benefit to the bottom line.
Support efforts participating in root-cause analysis and other problem solving activities in order to identify corrective actions on process and/or product improvements.
- Responsible for the Quality Management activities of Recall projects. Builds the project quality plan and executes quality assurance and control activities to ensure that projects are well managed resulting in the solutions meeting all specifications, while maximizing the client's total satisfaction.
- Manage multifunction project team (Site teams, Design, Procurement, logistics, costing and CCC)
- Lead, Plan and implement project deliverables and revises any changes needed.
- Define clearly project scope, roles and responsibilities for project team members and make sure project tasks are in line with plan.
- Monitor Project budget.
- Manage customers and Partners relationship.
- Track project progress through specific tools
- Report project progress to different stakeholders.
- Periodically report progress to local management and corporate management.
Internal Quality System auditor.
- Sponsors process improvement initiatives through Ensuring compliance to Schneider Quality Standards & compliance to ISO 9001 requirements of Quality Management Systems.
- Responsible for the technical support for low voltage, medium voltage products / switchgears.
- Responsibility of tender preparation and analysis for low/Mediam voltage products.
- Responsible for GRAP (Global Return Analysis Process ).
- Responsible in receiving, recording, analysis the customer complaints to develop containment, Corrective, Preventive actions.
- Managing Product Quality Issues.
- Answer relevant customers, end user technical & commercial requests and co-ordinate action.
- Collaborate with Marketing on new product launches.
- Coordinating with relevant Sales or Marketing contact for special prices & communicate to relevant sales people.
- Contribute in the continuous improvement of the strategic KPI’s ( key performance indicators ) .
- Responsible of getting continuous updates from Knowledge based () and share knowledge with concerned parties.
- Responsible for managing projects and Tenders in Industry & petroleum, Infra structure, Energy& building market segments.
- Preparing technical commercial studies for medium voltage & low voltage switchgears based on the customer request provided via the consultants documents ( BOQ, Shop drawings & technical specifications) and offering the most convenient technical & financial solution.
- Following-up and controlling the steps of the orders within the plant passing through purchasing, production, logistics phases till the final quality control to meet the customer request on time.