Dematic
Customer Service Quality Manager (m/w/d)
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Customer Service Quality Manager EMEA
The Customer Service Quality Manager EMEA is responsible for driving quality excellence across the customer service lifecycle, ensuring a reliable and consistent customer experience through robust processes and sustainable quality performance.
This role serves as a key quality interface across Customer Service, Supply Chain, Manufacturing, Engineering, Procurement, and Supplier Quality, building strong cross-functional networks to ensure customer feedback, field issues, and service insights are systematically translated into effective and lasting improvements. Quality topics related to spare parts are addressed as part of an integrated, end-to-end service quality approach.
The position places a strong emphasis on preventive quality management, structured problem-solving, and continuous improvement to reduce defects, strengthen service reliability, and enhance customer satisfaction across the EMEA region. A strong customer mindset and the ability to influence across organizational boundaries are critical to success in this role.
We Offer:
- Career Development
- Competitive Compensation and Benefits
- Pay Transparency
- Global Opportunities
Tasks and Qualifications:
Your Tasks and Responsibilities:
- Provide leadership for a team of quality engineers across EMEA supporting LSS organizational quality
- Deliver strategic objectives Customer quality aligning to the goals and objectives of EMEA quality and EMEA LSS organizations
- Drive engagement and build strong relationships across the LSS organization embedding quality into the mindset of the organization
- Coach, train, and mentor quality team members and LSS to improve capabilities in problem-solving and other Quality methodologies
- Analyze quality performance using advanced data analytics and Pareto analysis to identify systemic issues, trends, and improvement opportunities across customer service and spare parts operations
- Lead and facilitate structured problem-solving activities including Root Cause Analysis, 8D to resolve quality issues impacting customers, service operations, and spare parts reliability
- Drive implementation and follow-up of corrective and preventive actions to eliminate root causes, prevent recurrence of issues, and ensure sustainable quality improvements
- Ensure robust quality processes for spare parts throughout the lifecycle including incoming inspection, storage, handling, distribution, and customer delivery
- Define, implement, and maintain clear quality standards, KPIs, and governance models aligned with the overall Manufacturing and Supplier Quality strategy
- Ensure proper identification, containment, and resolution of non-conforming parts and service issues through structured quality processes and CAPA systems
- Collaborate with Supplier Quality, Procurement, and Supply Chain teams to monitor supplier performance, support audits, and drive improvement initiatives related to spare parts quality
- Represent the voice of the customer within the organization by ensuring customer feedback, complaints, and field issues are systematically analyzed and translated into improvement actions
- Work closely with Lifecycle Solutions & Services, Engineering, Manufacturing, Procurement, and Sales to resolve complex quality issues and strengthen end-to-end quality processes
- Ensure compliance with internal quality standards, regulatory requirements, and customer expectations while supporting internal and external audits
- Provide regular updates and insights to leadership on quality performance, major issues, and improvement initiatives
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Your Qualification:
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- Bachelor’s degree in a technical discipline
- International QM certification for Quality Manager preferred
- National QT certification for Manufacturing Quality Supervisor preferred
- Lean SixSigma Green Belt preferred
- Minimum of 5+ years of experience in the quality/Supplier quality field and service quality, with at least 2+ years in a similar managerial position
- Proven track record in managing quality assurance within customer-facing environment
- Strong knowledge of quality basics (e.g., 7Q tools, 8D reports)
- Strong knowledge of QMS principles, ISO 9001, GMP, or relevant industry standards
- Proficiency in technical documentation and relevant quality tools & methods (e.g., SPC, MSA, Technical Drawings)
- Excellent analytical and problem-solving skills
- Advanced communication, presentation, and organizational skills
- Strong leadership abilities with a capacity to manage stress
- Advanced MS Office skills; knowledge of CAQ systems and ERP (e.g., SAP) is a plus
- Proficient in the local language and English (C1 level for Quality Manager, B2 level for Manufacturing Quality Supervisor)
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