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Customer Technical Assistance Specialist
2 weeks ago
**About Lubrizol**
**ACCOUNTABILITY**:
- Managing product quality (QP) complaints from customers in SEA
- Provide “Normal technical assistance (NTA)” to customers in SEA
- Conduct QMS audit, or other quality related activities, on supplier / 3PM (tollers) in SEA when required
**RESPONSIBILITIES**:
- Ensure all QP complaints are handled in a timely and consistent manner. This includes but not limited to:
- Pulling all relevant stakeholders (including sales, plant QC, technical service, process technology, supply chain, product manager etc) together to investigate and resolve the complaints. Organize meetings as necessary.
- Visit customer or warehouse when required
- Ensure all corrective and preventive actions (CAPA) are effectively executed
- Ensure relevant information are collected and documented in CRM system
- Prepare final investigation report for customers
- Conduct quarterly QP complaint trend analysis to identify areas for improvement (if any)
- Organize quarterly “Product quality complaint council (PQCC)” to review QP complaints and trends with all stakeholders and drive continual improvements.
- Provide timely and accurate Normal Technical Assistance (NTA) to customers.
- Maintain QP complaint and NTA handling process integrity. Continually improve and standardize internal workflows and procedures whenever applicable.
- Conduct QMS audits (or other quality related activities) on suppliers and 3PM (tollers) whenever required
**REQUIREMENTS**:
- 4-5 years’ experience in multinational company or internally at least 2 years minimum experience within LZ organization is required.
- Experience in the chemical, pharmaceutical, food, oil industry is preferred
- Operations, customer experience or quality assurance experience is preferred.
- University Degree or above in material or chemical engineering or chemistry is preferred;
- Effectively communicate both verbally and written in English
**COMPETENCIES**:
- Acts with integrity
- Communicates effectively
- Collaborates (locally and globally)
- Seeks new and better approaches to their work
- Delivers results
- Develops self
- Analysis
**#LI-KS1**
It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers, and communities.
As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.
One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.
More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic.
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