Job Responsibilities:

1. Customer Complaint Handling: Receive and track customer complaints (e.g., product defects, dimensional deviations), lead investigations, and manage issue closure.
   
2. Root Cause Analysis: Lead quality issue analysis for hardware thermal products, using tools such as 8D and 5Why to identify root causes.
   
3. Corrective Actions: Develop temporary solutions (e.g., rework, replacement) and long-term improvement plans (e.g., process/material optimization), and drive internal corrective actions.
   
4. Cross-department Collaboration: Work with production, R&D, procurement, and other departments to resolve customer complaints caused by raw materials, processes, packaging, etc.
   
5. New Product Development: Participate in quality risk assessments during new product development, propose design optimization suggestions, and reduce complaint rates during mass production.
   
6. Customer Communication: Directly engage with customers to provide technical explanations and solutions, reducing the risk of customer loss.
   
7. Reporting and Feedback: Regularly generate customer complaint analysis reports, provide quality improvement suggestions to management, and promote optimization of the company’s quality system.
   
8. Preventive Measures and Standardization:
   

Qualifications:

1. Education: College degree or higher, preferably in Mechanical Engineering, Materials Science, Metal Processing, Quality Management, or related fields.
   
2. Experience: 3+ years of experience in quality/customer complaint handling in the hardware industry, with familiarity with thermal products, production processes, and common defects.
   
3. Investigation and Reporting: Proven ability to independently lead complaint investigations and write 8D reports. Familiarity with ISO 9001 and other quality management systems.
   
4. Tools Proficiency: Skilled in using measurement tools (e.g., calipers, hardness testers) and quality analysis tools (e.g., SPC, FMEA).
   
5. Material Knowledge: Basic knowledge of materials (e.g., zinc alloy, stainless steel, electroplating processes) and ability to interpret technical drawings.
   
6. Communication and Resilience: Strong communication and coordination skills, with the ability to handle customer pressure.