• Oversee complaint intake process: work with internal stakeholders and shoe factory/brand customers to collect complaint details:

• Sales Order Number, Purchase Order Number, date code etc.
• Conducts investigation into the source of the error to include quantity
• Obtains failure samples from customer when necessary

o Complete customer triage actions to minimize customer impact:

• Contact with shoe factory/Brand to understand their requirements and why the complaint occurred
• Ensure customer understands part performance requirements and test procedures
• Address immediate part replacement needs to prevent production line stoppage and chargeback to Boa
• Support inventory sorting when necessary
• Maintain information in complaint database

• Complaint investigation, tracking, and management:

o Work closely with the supplier quality engineer/quality specialist to investigate supplier actions

o Update problem report stakeholders with relevant information throughout the investigation

o Identify root cause and implement sustainable corrective actions

o Request 3rd party testing and coordinate logistics

• Communicate with internal Boa offices: US, China, HK, Asia Sales, EMEA, and factories/brands

o Host complaint meetings with internal boa stakeholders

o Work with internal team members to understand engineering changes to product

o Work with Operations Team to issue replacement POs to supplier when necessary

o Work with Technical Service and Support Team and travel to shoe factory/Brand to help improve their process to ensure Boa products can be installed correctly

• Other duties as assigned

Qualifications:

• Bachelor's Degree in International Relations, Business, Science, Technology, Engineering, or Mathematics fields (STEM) preferred or equivalent work experience
• Clear communication skills and ability to read, write, and speak English language
• Must have a demonstrated hands-on mechanical ability, ability to apply logic to solve problems, and good organizational skills
• Familiar with 7 quality tools, can use Minitab or JMP conduct data statistics
• Can apply the following quality tools 8D, FMEA, SPC, MSA, 5-why, Ishikawa to corrective actions
• 3+ years' experience in customer quality
• Six Sigma Green Belt Certification Preferred; ISO and/or ASQ experience a plus
• Travel requirements: must have a current passport and the ability to obtain visas for access to Hong Kong, the United States, and most countries throughout Asia (5% to 10% of year)
• Proficiency with Microsoft Office and quick-learning ability for other enterprise software
• Strong capability on organization and project management will be request
• Strong adaptability to meet company's strategy and have strong pressure bearing capacity
  

上班地址：美生慧谷创新科技园