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At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.
Write the next chapter of your ABB story.
- Role & Responsibilities
- ● Ensures the professional resolution of post-sale customer complaints/disputes/ requests, in coordination with Sales, Operations, and other internal and/or external teams.
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- ● Perform quick/professional response/communication with customer within target time line all through the case resolutions. Escalate timely to avoid issue pending some there without progressing
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- ● Effectively arrange resource from factories or service team to ensure the time presence at customer field for problem solving.
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- ● For each complaints take lead the RCA analysis with cross function support and provide professional 8D report or statements to customer after case close.
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- ● For critical case travel to customer site to lead the case resolution and communication/negotiation if necessary.
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- ● Ensure CCRP digital tools operated correctly with smooth flow and high quality flow in warranty team and cross-functions.
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- ● Collect and archive complete information/communication/measurement data for each single case into system/share folder with high quality and on-time. Complete handling-process traceability should be guaranteed for every case.
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- ● Work with Quality control team to initiate quality improvement projects with solid data/documentation as input offered to internal cross functions.
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- ● Efficiently follow warranty process and continuously improve in a dynamic way to drive fast/professional response to customer through internal collaboration.
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- ● Improve self-competency through self-learning, internal/external training, including basic product knowledge/business process/communication/customer report etc., to act as professional interface both for customer and internal functions.
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- ● Bring customer voice to internal functions to raise awareness of customer centric quality culture. Improve customer satisfaction onto after sales support through right strategy and cross team collaboration in an efficient/professional way.
- ● A bachelor’s degree in mechanical/electrical engineering or related, in a 5+ years of experience in industrial organizations within quality or technology functions.
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- ● Solid experiences in customer quality management will be preferred
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- ● Excellent communication skill
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- ● Good knowledge onto quality tools
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- ● Fluent in Chinese and English with strong written and verbal communication skills
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We value people from different backgrounds. Apply today for your next career step within ABB and visit to learn about the impact of our solutions across the globe. #MyABBStory
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