At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
This position reports to:
Quality Manager
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– General Responsibilities
Lead the CCRP team to coordinate company and PC resources for handling domestic and overseas customer complaints timely and effectively. Drive CCRP KPI target fulfillment, champion a customer-centric culture, and leverage advanced quality management methods to promote Continuous Improvement across the organization. Provide guidance, coaching, and strategic direction to CCRP specialists and cross-functional teams.
– Main Accountabilities
Lead and manage the CCRP team, allocate resources, assign tasks, and ensure all customer complaints are handled timely and effectively to minimize customer dissatisfaction.
Drive the fulfillment of CCRP KPI targets (AOT / ROT / COT / AVG. open days) at team level; monitor performance and take corrective actions when required.
Establish and maintain standardized CCRP processes and working procedures; continuously optimize complaint handling workflow.
Analyze trends in customer complaints and other customer feedback; identify systemic risks and drive cross-functional improvement projects, especially for repeat cases.
Lead major quality improvement projects and facilitate root cause analysis using advanced quality tools (8D, PDCA, Fishbone, 5-Why, etc.).
Act as the key interface between customers, sales, and internal technical/production teams to ensure effective communication and resolution of critical quality issues.
Coach and develop team members on quality management methods, tools, and problem-solving skills; build team capability and competency.
Support and participate in customer audits, site visits, and quality reviews as needed.
Report CCRP status and quality performance to QMD management on a regular basis; propose improvement plans.
Other quality activities according to the CCRP plan and other items as assigned by the QMD Manager.
–Requirements
Min. Education
Bachelor's degree or above, majoring in Electrical Engineering, Mechanical Engineering, or related field.
Working Experience
At least 8 years of working experience in quality management, product management, or related industry roles.
Proven experience in leading or coordinating teams to handle quality problems and customer complaints.
Solid knowledge and hands-on skills in quality systems, production processes, product management, or project management.
Demonstrated ability to drive improvement projects and deliver measurable results.
Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.
Ready to make an impact?
Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.
