The role involves support to Lead in analyzing complaints, coordinating with production, quality, and service teams
Complaint Management:
- Receive, record, and acknowledge customer complaints regarding cranes.
- Track complaints through to resolution and ensure timely updates to customers.
- Prioritize complaints based on urgency and severity.
Technical Investigation & Coordination:
- Assist in identifying root causes of product issues in internal teams.
- Coordinate corrective and preventive actions with manufacturing, service, and quality teams.
- Support implementation of solutions to prevent recurrence of complaints.
Data Monitoring & Reporting
- Maintain records of complaints, warranty claims, and resolutions.
- Prepare periodic reports on complaint trends, root causes, and improvement actions.
Skills & Competencies
- Familiar in customer complaint handling in manufacturing industry.
- Familiarity with Root Cause Analysis (RCA), 5 Why Analysis, or similar methodologies.
- Knowledge of ERP or CRM systems for complaint tracking.
