Descrizione:
MAKE THE DIFFERENCE! THINK CUSTOMER FIRST! EXPERIMENT! CARE! BE OPEN! Do you want to make a difference? Our goal is to always put customers and people first! Our challenge is to experiment and innovate, being open to change and diversity. These are the pillars of the Carel Culture Code , the basis of our corporate culture and our platform for growth. If you can relate to these values or want to make them your own, join us and find out just how much we can achieve together! We are world leaders in control solutions for air conditioning, refrigeration and heating, as well as systems for humidification and adiabatic cooling. Our products guarantee high performance, are energy efficient and environmentally sustainable. Position We are currently seeking a Customer Quality Engineer to join our Quality team. In this role, you will act as a key interface between CAREL and customers on quality-related topics, ensuring effective claim management, structured communication, and the successful execution of improvement actions aimed at increasing customer satisfaction. The position reports to the Group Quality Manager . Key Responsibilities Act as the main quality contact for customers, ensuring regular communication and alignment on open quality topics, priorities and ongoing improvement actions. Build effective relationships with key accounts, participating in recurring meetings, quality reviews, customer visits and dedicated follow-up sessions on claims, performance and action plans. Contribute to the management of Voice of Customer (VOC) activities by analysing feedback, highlighting recurring issues and negative trends, and supporting the definition and monitoring of improvement plans. Support the planning and execution of customer audits and visits, helping define objectives, agenda, stakeholders and expected outputs, while coordinating the involvement of the relevant internal functions. Manage customer claims end-to-end, from issue intake and data collection to investigation, root-cause analysis, corrective and preventive actions, customer feedback. Prepare and deliver 8 D reports in line with Group Customer Quality standards, ensuring accuracy, consistency and timely communication to customers. Monitor and analyse customer quality KPIs and dashboards, identifying risks, escalation needs and improvement opportunities. Ensure that commitments agreed with customers are effectively followed through internally, driving accountability and execution across the organization. Coordinate cross-functional teams involving Quality, Services, Platforms, R&D, Operations, Production and other relevant stakeholders to ensure effective problem solving and action implementation. Support the communication of customer quality performance and key insights to internal stakeholders, including senior leadership, through structured reporting and clear recommendations. Requirements Master’s degree in Engineering, Quality Management or similar technical background 3–5 years of experience in Quality, Operations, Manufacturing, or technical Customer Support, ideally in an international industrial environment Solid understanding of Quality Management Systems, customer quality processes and structured problem‑solving methodologies such as 8 D and root‑cause analysis Experience in customer claim management and in coordinating cross‑functional investigations and corrective actions Strong ability to interpret KPIs and quality data, with good reporting skills and proficiency in Excel, Power Point, and BI tools Fluent English, both written and spoken Strong communication skills, with the ability to interact effectively with customers and senior internal stakeholders Analytical mindset, ownership and a proactive, hands‑on approach to problem solving Ability to influence and coordinate teams in a cross‑functional environment, even without direct hierarchical responsibility Customer orientation, continuous improvement mindset Mandatory Mandatories This job post addresses both female and male candidates (see D. Lgs. n. 198/2006 & ss.mm.ii and D. Lgs. 215-216/2003). Candidates are invited to read the privacy statement (see artt. 13 e 14 del Reg. EU 679/2016) at the following link: #J-18808-Ljbffr