The Quality Customer Care Problem solver is responsible for leading and developing a team of Customer Care Engineers (CSEs) to ensure customer satisfaction through effective complaint management, structured problem-solving methodologies, and strict adherence to customer-specific requirements.

This role ensures the consistent application of disciplines such as 8D, Root Cause Analysis, DPS/DPRTS, and continuous improvement practices, while acting as the coordination point between customers and internal cross-functional teams.

YOUR ROLE

1. Team Leadership & Supervision

• Supervise, coach, and develop Customer Care Engineers to ensure high performance and technical capability.
• Ensure team proficiency in structured problem-solving tools (8D, 5 Whys, PFMEA, etc.).
• Assign priorities, manage workload, and monitor execution of customer-related activities.
• Develop competency matrices and ensure continuous training and skill development.
• Foster a proactive, customer-focused culture within the team.

2. Customer Satisfaction & Relationship Management

• Ensure execution of the customer satisfaction process across all programs.
• Maintain strong communication with Customer Supplier Quality Engineers (SQEs).
• Lead customer meetings, reviews, and crisis management activities.
• Ensure Quality Alerts, Interim Containment Actions (ICA), and corrective actions are properly implemented and closed.

3. Customer Complaint Management & Problem Solving

• Ensure timely and high-quality responses to customer complaints (WFCC, CSE reports, WIRS, and others).
• Enforce disciplined use of structured problem-solving methodologies (8D, DPS, DPRTS).
• Ensure:
  • Immediate containment actions
  • 24-hour initial response
  • Root cause identification and validation
  • Permanent corrective actions within defined timelines
• Validate effectiveness of corrective actions and ensure sustainability.
• Oversee:
  • “Go & See” activities.
  • Sorting activities and third-party containment
  • RMA (Return Material Authorization) processes
  • Warranty analysis and failure investigation

4. KPI Management & Continuous Improvement

• Monitor and drive performance of customer KPIs (PPM, complaints, response time, etc.).
• Analyze trends (weekly, monthly, yearly) and identify improvement opportunities.
• Lead corrective action plans for KPIs below target.
• Ensure implementation and maintenance of a Lessons Learned database.
• Drive continuous improvement initiatives leveraging Lean, PDCA, and Six Sigma principles.

5. Customer Requirements & Plant Coordination

• Ensure identification, communication, and implementation of Customer Specific Requirements (CSR).
• Monitor customer portals and ensure compliance with all reporting requirements.
• Coordinate with plant teams to ensure proper execution of:
  • Control plans
  • PFMEA updates (including Reverse PFMEA)
  • Special process controls
• Ensure alignment between customer expectations and plant operations.

YOUR BACKGROUND

Leadership & Management

• Team supervision and coaching
• Conflict resolution and escalation management
• Cross-functional collaboration

Problem Solving & Quality Tools

• 8D, DPS, DPRTS, Root Cause Analysis
• PFMEA (including reverse PFMEA)
• Control Plans and Quality Troubleshooting Matrix
• PDCA, Pareto Analysis, 5 Whys
• Statistical Process Control (SPC), Control Charts
• Black belt, red x

Quality Systems & Standards

• IATF 16949
• AIAG / VDA standards
• PPAP, MSA, Kappa tests
• Customer assurance policies

Operational & Systems Knowledge

• SAP
• Customer portals (WFCC, WIRS, etc.)
• Daily performance management systems
• Line-side review processes
• Special processes and production control

Continuous Improvement

• Lean Manufacturing
• 5S
• Standard Work
• Structured problem-solving culture

WHY JOIN US?

• Grow with purpose. We invest in our people by creating opportunities to build skills, take on new challenges, and develop over time.

• Do work that shows up in the real world. What you contribute here powers systems that are critical to how industries operate and evolve. The impact is visible and lasting.

• Succeed with the right support. We provide the tools, resources, and environment needed to perform at a high level and sustain that success.

YOUR BENEFITS AT VERSIGENT:

• Compensation package, including major medical and life insurance

• Flexible retirement plan.

• Learning, growth, and professional development in a globally recognized international environment.

• Access to training, coaching, and internal and external certifications
  Scholarships.

• Recognition of innovation and excellence.

• Opportunities to give back to the community.

• Meaningful work that makes a difference in the world.

• Recognition of innovation and excellence.

• Tuition reimbursement.

APPLY TODAY!

If you are looking for a role where you can grow, contribute, and see the direct impact of your work, we encourage you to apply and be part of what Versigent is building next.

Privacy Notice - Active Candidates: https://www.aptiv.com/privacy-notice-active-candidates

Versigent is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.

Versigent spun out of Aptiv on April 1, 2026. As part of ongoing spin‑off activities and IT separation, some documentation may still reference Aptiv, Cyprium, or Versigent. All references should be understood to mean Versigent.

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Privacy Notice - Active Candidates: https://www.versigent.com/privacy-statement

Versigent is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.