Customer Service Specialist

Responsible for managing and resolving customer complaints and feedback related to product quality, analyzing field warranty return trends, and developing appropriate corrective and preventive actions. This role also leads the implementation of the Supplier Quality Assurance Program, working closely with internal teams and vendors to drive product and process improvements and ensure customer satisfaction.

Key Responsibilities Customer Quality Assurance Respond promptly to customer complaints and participate in resolution meetings. Coordinate with relevant departments to conduct failure analysis and determine root causes. Develop and implement corrective and preventive action plans (CAPA). Prepare and manage documentation requirements for OEM customers. Conduct regular customer visits to gather feedback and build strong client relationships. Establish and maintain the warranty monitoring system in coordination with Customer Service staff. Analyze field return trends and failure modes; coordinate action planning with Customer Service and Technical teams. Monitor and track improvements in product and process performance through warranty data and gate charts. Supplier Quality Assurance Lead the development and execution of the PBI Supplier Quality Assurance Program. Work with suppliers to improve quality performance and ensure alignment with company quality standards.

Qualifications Bachelor’s degree in Mechanical, Chemical, Industrial, Electrical, or Electronics Engineering Minimum of 2 years relevant experience in a battery manufacturing or quality-related environment Strong analytical and problem-solving skills, particularly in failure analysis and root cause investigation Excellent communication and coordination skills, especially in cross-functional and customer-facing situations Required Knowledge and Skills Proficient in quality tools and methodologies: SPC, MSA, FMEA, PPAP, APQP, DOE Experience in ISO/TS 16949 quality management systems and internal/external quality audits Understanding of battery failure modes, materials specifications, and related testing/analysis methods Familiarity with statistical quality control tools: control charts, histograms, Pareto analysis, etc. Ability to interpret technical data and lead continuous improvement initiatives

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