Customer Quality Agent (m/f/d) - Remote EMEA

Job Overview

The Customer Quality Agent (m/f/d) plays a crucial role in developing and maintaining high-quality customer relationships within the EMIA region. This position operates in accordance with established quality specifications and regulations, serving both a mediator and quality expert for internal and external stakeholders.

This is a remote position that is ideally based in one of the following locations: Germany, Czech Republic, Hungary or Poland.

Key responsibilities include: 

• Managing customer-specific EMIA Quality requirements, including:

         - Customer Scorecards
         - PPAP/PPA (Production Part Approval Process) Scorecards and Elements
         - Financial aspects

• Overseeing improvement activities and their associated releases
• Ensuring timely responses to customer requests
• Contributing to market share expansion and overall growth for TE
  
  

By effectively bridging the gap between customer expectations and internal capabilities, the Customer Quality Agent (m/f/d) helps to foster long-term partnerships and drives continuous improvement across the EMIA organization.

Job Requirements

Customer Engagement:

• Provide onside customer support as needed and drive communication with customers about quality related topics
• Maintain strong knowledge of customer-specific requirements and Tier 1 business processes.
• Track and resolve red scorecard topics for Quality EMIA.
• Provide extraordinary customer service and communication and show responsiveness as a market leader in connectivity
• Play critical role to kick-off the escalation process within TE organization
• Be a mediator between customer and TE function units for all kind of quality issues.
• Lead and drive improvement activities with TE production plants regarding customer expectation.
• Provides input for Continuous improvement activities, collaborates with competence centres and Center of excellence
• Leads Customer Read Across and Lessons learned activities in EMIA
• Guides customers during audits performed within TE locations

Collaboration:

• Collaborate with Sales and product management team and Customer service team

• Work closely with TE PE Resident Engineers, Customer engineering team, FLE etc. to support key customers.
• Collaborate with Performance and Systems Team.
• Collaborate with BIQ (Build in Quality) / 14Q Principal Experts from the plant.
• Partner with TE EMIA Plant Quality teams and drive continuous improvement strategies (e.g., Green Scorecard Strategy). 40-60% onsite.
• Build a Technical teams for critical problem-solving customer complaints.
• Hands-over the cross-regional escalations to the respective Global teams

Quality Assurance and Rework Management:

• Responsible for monitoring local sorting activities at companies (CoPQ) and managing rework actions at customer locations, negotiate costs, leading to cost avoidance/savings.
• Ensure compliance with processes to avoid additional financial costs.
• Improve customer quality results in Reduced EMIA Warranty Costs.
• Ensure availability and escalations of EMIA Quality Reports (Customer Scorecard, PPAP Status/Scorecard, Improvement plans) on regular base
• Bring input on Accruals process for severe quality issues with expected significant financial impact
• Discussion of quality targets with the customer to find common understanding and execution with the respective locations and organizations internally / externally
• Support TE EMIA Production locations in 5D/8D communication escalation towards the customer

Technical Expertise:

• Act as a technical specialist for the future product portfolio, ASpice, Technical Cleanliness and other AUT business standards.
• Provide expertise in harnesses, batteries, and the full TE portfolio and Tier 1 projects.

What your background should look like

• MBA / Engineer with university degree / certified Engineer or comparable
• Min. 3 – 5 years of experience in Automotive Quality

  
  Strategy:

  • Strategic Agility
  • Customer Focus
  • Financial understanding (CoPQ, P&L, Warranty, Accruals etc.)

  Execution:

  • Knowledge in statistics and basic tools of quality (APQP, MSA, Capability Studies, VDA, AIAG, FMEA)
  • ASpice, Technical Cleanliness, Cyber security knowledge
  • Quality background
  • Strong technical knowledge in harnesses, batteries, and TE product portfolio
  • Experience with Tier 1 business operations and customer-specific standards.
  • Fluent business English verbal and writing
  • Strong Presentation skills
  • Strong Negotiation Skills

  Talent:

  • Strong Communication and mediator competence
  • Adaptability in multi-cultural working environment
  • Independent working behavior
  • Team worker / Networking
  • Ability taking decisions
  • Social competence
  • Emotional intelligence
  • Travel flexibility (Travels min 50% + within EMIA (with all transportation modes, minimum, but not limited to car, plane, train, boats) with a high flexibility)

Competencies