The Regional Quality Customer Satisfaction Specialist is responsible for managing and improving customer complaint processes, ensuring compliance with quality standards, and enhancing overall customer satisfaction. This role involves tracking non-conformance reports (NCRs), analyzing quality data, and collaborating with internal teams to drive corrective actions and continuous improvements.
Key Responsibilities
Claims & NCR Management
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Support teams in registering and managing NCRs in Intelex, providing training as needed.
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Enter customer claims into Intelex as communicated by warranty and customer performance teams.
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Ensure compliance with the Claims Handling Process (CCF), from NCR registration to claim closure.
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Conduct weekly follow-ups on NCR status and generate early warnings for delays.
Communication & Collaboration
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Requires approximately 70% travel to customer mine sites.
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Knowledge of equipment monitoring, maintenance & service life cycle, components and spare parts for industrial mining products (classifiers, thickeners, conveyors, pumps, cyclones & valves).
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Maintain regular communication with warranty, performance, service, maintenance, sales and supplier performance teams.
Data Analysis & Reporting
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Analyze NCR data to identify trends, impact, severity, and recommend corrective actions.
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Monitor and report on Customer Experience Program (CXP) evaluations.
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Maintain and track key quality and customer satisfaction KPIs.
Quality Compliance & Continuous Improvement
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Ensure compliance with ISO 9001 requirements and root cause analysis (RCA) methodology.
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Support quality initiatives aimed at improving customer satisfaction and operational efficiency.
Qualifications
Education & Experience
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Bachelor's degree in Industrial, Commercial, or Quality Engineering, or a related field.
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Experience with mining plant processes, equipment, and customer service.
Technical Skills
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Proficiency in Intelex (Quality CRM) for NCR and complaint management.
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Strong knowledge of ISO 9001 standards and compliance.
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Expertise in Root Cause Analysis (RCA) methodology.
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Data analysis and reporting skills to drive informed decision-making.
As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is. In our commitment to equal opportunity and eliminating bias, we kindly request that you exclude personal information such as age, ethnicity, marital status, number of children, and photographs from your application materials.
FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and cement industries – for more information please visit FLSmidth.com/careers
Top Skills
FLSmidth Chennai, Tamil Nadu, IND Office
Chennai, Tamil Nadu, India, 603103
