Customer Quality Specialist

at  Power Systems Mfg LLC

JOB SUMMARY

Primary focal point for all Customer Facing Quality / Improvement items. Responsible to drive the internal PSM teams as needed to ensure timely resolution and communication back to customer.

EDUCATION & TRAINING

• Associate Degree or comparable years of relevant experience.
• Bachelor’s Degree in Business Administration or another relevant field preferred.
• Must complete EHS assigned regulatory training for work area as described by PSM’s EHS Training Matrix

SKILLS/EXPERIENCE

• 3+ years in a customer facing role, 5-7 years preferred
• Demonstrates ownership, pride and the resilience required to see tasks through to completion with closing speed.
• Team-oriented, able to align personal and department activities to support the objectives of the business.
• Excellent written and verbal communication skills.
• Outstanding interpersonal and organizational skills required
• Proficiency in Microsoft Office, Word, Excel and PowerPoint is required.
• Travel may be required on an as-needed basis.
  Equal Opportunity Employer Veterans/Disable

The essential functions of the job include, but are not limited to, the following:

• Drive improvement of the PSM Customer Experience through development and collaboration with other PSM global sites on CX metrics, measurement methods and tools, product and service issue resolution methods and tracking.
• Own customer feedback management including timeliness and adequacy of resolution.
• Manage customer event survey process, working with Project Management team for issuance and collection of customer feedback surveys.
• Manage interpretation and organizational response to customer surveys and complaints, including shepherding necessary actions through any forms of RC/CA mechanisms.
• Interact with PSM Sales, Product Quality, Field Service and Service Engineering for resolution of customer-facing issues and communication back to the customer where required.
• Liaise with Engineering to ensure Customer requests are supported in a timely manner.
• Manage / maintain customer portals.
• Coordinate / manage Customer Information Letter (CIL) process, including approval of both Internal and External CILs and communication of External CILs to customers.
• Chair Customer Management Board.
• Support onsite Customer Visits as needed.
• Other duties as assigned.