Customer Service Engineer

Responsible for technical interface with customer. Process 0-km issues and warranty field returns. Support the BUs / plants regarding sorting/flash actions, pre-analysis of return parts and proactive coordination of new launches. Support comments to customer specific quality requirements for management decision.

Act as a backup and support for other CSEs.Act as independent service coordinator interface between business units, plants and customers. Support additional tasks and projects e.g. lessons learned.

Customer relation            
Continuously keeping a trusting relationship with the customer’s organization. Ensure frequent and efficient communication with management e.g.: engineering, line operators, quality departments, logistic departments and customers service.                             
full
Customer relation            
Manage specific customer locations for multiple customers thru proactive visits with regular follow ups
full
Customer support            
Operate as the main contact to customer’s 0km quality complaints. Provide quick and accurate feedback and recommendation for immediate measures and long term improvements to the manufacturing plants and other potential stakeholders. Follow up and tracking of implementation and effectiveness of imporvements together with plants. Drive necessary actions to minimize impact to CQTS and customer score cards.                                        
full
Customer relation            
Operate as contact to customer’s field quality complaints. Provide quick and accurate feedback to the manufacturing plants and other potential stakeholders                        
support
Customer relation            
Perform pre-analysis at the production plants and customers designated warranty centers. Interact with both customer and plant locations to seek problem resolution countermeasures. Use product related test tools where available and applicable. Use knowledge and experience in deciding whether a product remains at customer or needs to be returned for further analysis.
full
Documentation            
Register confirmed complained parts into CQTS (Continental quality tracking system) database. Coordinate transfer of return parts to appropriate analysis centers within requested time frame. Monitor response times, check of BU analysis report, quality note closures, and updates of complaints if needed. Facilitates communication between the customer and Continental stakeholders concerning those topics. Prepare negotiation between the customer and Continental stakeholders concerning those topics with use of data analytic tools (HANA, PowerBI)
full
Customer relation            
Execute, coordinate and follow up of sorting, by implementing immediate actions to minimize customer disruptions.                                         
full
Customer relation            
Execute and coordinate rework or re-flash actions at the customer facilities or warehouses, by implementing immediate actions to minimize customer disruptions. Follow up and tracking of implementation and effectiveness of improvements                        
support
Documentation            
Prepare agreements of technical factors for field complaints with the customer and stakeholders at Continental                                        
support
Customer relation            
Work with BU stakeholders (projects/plants) to ensure pre and post launch preparation. Execute and monitor safe launch activities at customers facilities and customer plant trial runs. Observe fit and function at the vehicle level and provide necessary feedback.
support
Customer relation            
Comprehension of customer specific quality requirements.                     
support
 

Education: Graduate in mechanical engineering, electrical engineering, industrial engineering or similar, ideally with additional business skills.
Work experience: More than 5 years of professional experience, ideally in automotive industry; willingness to travel
Preferred experience working in Project Management for product development

- Basic knowledge of quality management processes
- Excellent communication skills and assertiveness.
- Fluent in English and in customer’s working language (written and spoken
- Expert knowledge of automotive technology
- Good knowledge of quality methods and tools
- Negotiation and presentation skills
- Planning and organizational skills

He will be in cc 907012

Ready to drive with Continental? Take the first step and fill in the online application.