Regional Quality Customer Satisfaction Specialist
Job Summary
- 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- Support teams in registering and managing NCRs in Intelex, providing training as needed.- Enter customer claims into Intelex as communicated by warranty and customer performance teams.- Ensure compliance with the Claims Handling Process (CCF), from NCR registration to claim closure.- Conduct weekly follow-ups on NCR status and generate early warnings for delays.
- Communication & Collaboration- Maintain regular communication with warranty, performance,



and supplier performance teams.- Provide updates and reports to commercial teams on customer complaints and resolution progress.- Serve as a key contact for customer complaint handling and service improvement initiatives.
- Data Analysis & Reporting- Analyze NCR data to identify trends, impact, severity, and recommend corrective actions.- Monitor and report on Customer Experience Program (CXP) evaluations.- Maintain and track key quality and customer satisfaction KPIs.
- Quality Compliance & Continuous Improvement- Ensure compliance with ISO 9001 requirements and root cause analysis (RCA) methodology.- Support quality initiatives aimed at improving customer satisfaction and operational efficiency.
**Qualifications**:
- Education & Experience- Bachelor's degree in Industrial, Commercial, or Quality Engineering, or a related field.- Experience with mining plant processes, equipment, and customer service.
- Technical Skills- Proficiency in Intelex (Quality CRM) for NCR and complaint management.- Strong knowledge of ISO 9001 standards and compliance.- Expertise in Root Cause Analysis (RCA) methodology.- Data analysis and reporting skills to drive informed decision-making.

📌 Regional Quality Customer Satisfaction Specialist (Monterrey)
🏢 Flsmidth
📍 Monterrey