Senior Engineer - Quality

Job Description

Job Description Job Summary : By joining Emerson as Senior Engineer - Quality (CSN Champion) you should be having good knowledge & exposures on handling customer complaints (receiving, documenting, investigating, and resolving customer complaints promptly and authoritatively), ensuring customer satisfaction and identifying improvements. This will include conduct brainstorming sessions with relevant customers and address complaints thru problem solving methodologies, Deep knowledge & experience in Kaizen, Poke Yoke and Problem-Solving techniques. In This Role, Your Responsibilities Will Be: Actively listen to and understand customer complaints, whether through phone, email, chat, or in-person interactions. Accurately record all details of the complaint, including customer information, nature of the issue, and any relevant context and gain relevant information and evidence to understand the root cause. Prepare reports and Analyze complaint data to identify trends, patterns, and potential areas for improvement Follow up and work with customers to find satisfactory solutions to their issues Liaise with other departments or customers to gain information and implement solutions Communicate clearly and insightfully with customers throughout the complaint handling process Keep customers informed about the status of their complaints and any actions taken and maintain accurate records of all complaints, resolutions, and customer interactions. Proactively identify and address potential issues before they raise into complaints. Use customer feedback to improve products, services, and processes Collaborate with team members and management to develop standard methodologies for complaint resolution Monitor and supervise customer satisfaction levels; Build and maintain customer relationships. Prepare customer complaints metrics and share it to respective peoples to initiate improvement actions, wherever required. Who You Are: You keep in touch with internal customers, build the customer relationships, understand the importance and interdependence of internal customer relationships, balance planning with actions, research initiatives and try innovative approaches, stay aligned with your goals and stay productive, focus on priorities and set stretch goals, apply systems and technology to stay on track, convert ideas into actions and produce results with new initiatives. Show more Show less