Position Name & Department Summary - Quality Specialist After Sales
Administrative handling of all product related complaints, returns and credit note processes. Ensuring accurate case registration, coordination with Quality, Sales and Logistics, timely communication with customers and full documentation in Complaint Tool. Supporting After Sales performance through KPI tracking, process monitoring and efficient workflow coordination.
Job Title - Quality Specialist After Sales
Reports to:Head of Quality/EHS & Local country reporting
Role Summary: Administrative processing of customer returns, complaints and credit notes. Coordination with Quality, Sales and Logistics to ensure timely case handling and customer communication. Maintaining accurate data in ERP and CRM and supporting After Sales performance through KPI reporting.
Primary Responsibilities:
Return and Complaint Handling
- Registration and coordination of all products related complaints
- Documentation and warranty verification
- Case entry and updating in the Complaint Tool
- Monitoring Logistical handling of returned goods
- Coordination with Technical department, Sales and Logistics
- Customer & External Sales communication during the full case lifecycle
- Complete and accurate case documentation
- Credit Note Management for within warrantee cases
KPI Tracking and Reporting
- Maintenance and Monitor Quality related KPIs
- Monitoring of case volume, processing time and open credits
- Statistical evaluation of product related indicators such as PPM trends, recurring defects and cost drivers
- Identification of abnormal patterns in complaints, product families or markets
- Analysis of cost of non-quality and return related expenses
- Preparation of management summaries and reports. Support of continuous improvement initiatives through data insights.
Technical Skills/Knowledge:
- Min 5 years of working experience in engineering/technical products; sensors, instrumentation etc.
- Experience in complaint handling, customer support or after sales processes
- High proficiency in English language is essential including the ability to converse and write about technical subjects.
- Excellent Numeracy skills, Competence in KPI reporting (Excel / Power BI)
Education/Soft skills:
- Degree in B. Tech/BE in Electronics stream.
- Excellent and proactive communication skills both verbal/written.
- Adaptability & Flexibility
- Problem-Solving & Analytical thinking
- Collaboration & teamwork
- Demonstrates tenacity and drives for results
- Customer orientation and reliability. Conflict resolution techniques with positive mindset
level
Individual contributor
