Critical in ensuring effective communication between the customer and the
company, particularly in the context of product quality and service issues.
Here's a breakdown of the key responsibilities and tasks associated with this
position:

* Voice of the Customer (VOC):
* Utilizing various sources of customer feedback such as warranty information,
parts return data, and service reports to understand customer experiences and
concerns.
* Actively listening to customer feedback to identify patterns, trends, and
recurring issues.
* Issue Identification and Triage:
* Analyzing data to identify emerging issues and potential problems with
products or services.
* Prioritizing identified issues based on severity, impact on customers, and
potential risks to the company.
* Triaging issues promptly and efficiently to ensure they are addressed by the
appropriate stakeholders.
* Problem Statement Development:
* Crafting detailed and comprehensive problem statements for identified issues,
including all relevant information gathered from customer feedback and data
analysis.




* Ensuring that the problem statement clearly defines the issue, its impact on
customers, and any relevant context or background information.
* Issue Resolution Support:
* Collaborating with cross-functional teams, including product development,
engineering, quality assurance, and customer service, to facilitate issue
resolution.
* Providing support and guidance to issue owners throughout the resolution
process, including assisting with problem-solving and decision-making as
needed.
* Monitoring the progress of issue resolution efforts and providing regular
updates to stakeholders on the status of open issues.
* Continuous Improvement:
* Participating in regular meetings and discussions to review performance
metrics, identify opportunities for improvement, and implement enhancements
to the issue management process.
* Proactively seeking feedback from stakeholders, including customers and
internal teams, to identi

📌 Control Tower (Toluca de Lerdo)
🏢 Stellantis
📍 Toluca de Lerdo