Customer Success Manager

We are seeking a motivated Customer Success Manager (Quality Officer) responsible for implementing global quality standards, managing and resolving customer complaints, and reinforcing a continuous improvement mindset within the local service business. You will ensure that all products and processes meet Bühler's high standards of quality and compliance.

Bühler is a global leader in manufacturing equipment to produce food, feed, and advanced material, sustainably feeding the world every day. Our global Service Business is growing and transforming, and we are looking for a motivated and experienced Quality Officer who contributes to our mission: “Partnering for better Outcomes”.

Join the Quality Team today!

This is where you'll excel

As a Quality Officer, you will play a critical role in driving service quality and fostering a culture of continuous improvement within the services business. You will liaise with customers and internal stakeholders to ensure timely and satisfactory resolution of com-plaints. You will sustainably improve service quality through analyses and improvement measures.

• Implement the global and regional service quality strategy, and monitor service workshops and operational processes to ensure adherence to quality standards and customer satisfaction
• Ensure that our customers receive assistance with their concerns.
• Ensure compliance with all applicable laws and guidelines related to quality.
• Identify potential issues or barricades and address them proactively to ensure customer satisfaction and retention
• Lead and manage customer complaints and warranty management processes effectively, ensuring timely and satisfactory resolution of claims
• Monitor and maintain the CAQ (Computer-Aided Quality) system for accuracy and efficiency
• Analyse data to make data driven decisions, and provide regular reports and updates to the management on service quality and improvement initiatives
• Perform root cause analyses, and drive continuous improvement initiatives (e.g. by 8D re-ports) to enhance service quality and effectiveness
• Conduct quality audits and assessments, and train employees on quality standards/policies, procedures, and best practices
• Collaborate with Sales and BA/BU to identify opportunities to expand customer relationships and drive revenue growth
• Familiar with customer satisfaction review tool, such as Net Promoter Score (NPS), where it can be use to monitor customer satisfaction level and taking action to address any concerns or issues
  
  

These are the skills you'll need

• Bachelor's degree in quality management, engineering or similar field, or equivalent education through other educational paths
• At least 5 years of experience in quality assurance or quality control roles
• Familiarity with relevant laws, regulations and standards (e.g. ISO 9001, ISO 14001, ISO 45001) and with quality tools and methodologies (e.g. six sigma, 8D, FMEA)
• Basics of measurement technology for production control, equipment monitoring and preventative maintenance
• Basics of statistics for production control / process control and technical abilities
• Strong attention to detail and observational skills, analytical and problem-solving skills
• Basic SAP ERP knowledge
• Strong communication and interpersonal skill, with team player-mentality and ability to collaborate with cross-functional teams internally and externally
• Excellent written and verbal communication skills in both local language and English
• Solid negotiation skills to handle complex customer issues
• Has handled difficult customers or situations and able to demonstrate resolutions.
• Strong and resilient mindset and willingness to confront challenging situation or cases.
  
  

Preferred (Desirable) Qualifications

• Certification in quality assurance or quality control, such as CQE (Certified Quality Engineer) or CQA (Certified Quality Auditor)
• Basic knowledge of local and regional standards and requirements (e.g. CE regulations, REACH, RoHS)
• Basic food safety knowledge
• Knowledge / education in conflict management, communication, meeting and moderation techniques
  
  

Questions? We are happy to answer them!

Li Li

Assistant HR Manager

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Creating impact together at Bühler!

Two billion people eat food every day that was produced with Bühler equipment. One billion people drive vehicles whose parts were manufactured with our machines.

Bühler aims to balance humanity, nature, and the economy in every decision as it develops solutions that unlock sustainable business opportunities in the global food, feed, and mobility industries.

We strive to create innovations for a better world, with a special focus on healthy, safe, and sustainable solutions. Therefore, we team up with customers, start-ups, multinationals, and academia to accelerate impact together.