Customer Experience Engineer
- Initial review and perform Complaint Triage of reported product quality issues.
- Provide on-site customer process assessment and/or review dlog as required to improve product performance.
- Determining the severity and priority of complaints; use a risk-based approach to prioritize complaints, balancing quick resolutions with the needs for thorough investigations.
- Identify if the complaint involves regulatory concern that require immediate escalation.
- Assigning complaints to the appropriate Global personnel for further investigation
- Communicating with Complainants to acknowledge receipt of the complaint and provide updates.
- Monitoring and ensuring timely resolution of complaints.
- Communicate the resolution to the complainant, explaining the actions taken and the reasons behind the resolution.
