Customer Quality Engineer

Customer Quality Engineer

Are you looking for new challenges?

Valmet, a global leader in develop and supply process technologies, automation and services for the pulp, paper and energy industries, is seeking an experienced Customer Quality Engineer to join our team in South America. This strategic position is a success factor for ensuring customer satisfaction and the excellence of our products and services. If you are a passionate about quality and looking for challenges in a dynamic and innovative environment, we want to meet you!

Lead initiatives to enhance customer satisfaction, problem solving oriented and develop strategies to continuously improve our quality management processes. Uses appropriate quality methods to establish customer and stakeholder needs and expectations. Ensures that the Valmet's policies, processes and plans related to Customer Quality reflects these needs. Monitors and maintains Valmet Customer quality performance related. Works in a systematic, methodical and orderly way. Evaluates risks, problems and potential solutions from a customer/stakeholder point of view.

For this position you will be responsible for:

• Customer Success management:

  • Customer Experience: Maintain close and proactive communication with customers towards high level of experience (NPS), including understanding of their needs and expectations regarding quality throughout the complaint resolution process, including on-site visits when necessary.

  • Complaint Management: Serve as the focal point to lead and ensure that Customer claims are addressed for solutions, leading root cause investigations, and implementing corrective and preventive actions.

  • Identify any critical cases that could have a major impact in our customers, in our cost of poor quality and/or any other high impact cases.

• Problem Solving of high impact projects:

  • Responsible to lead and improve the governance of high impact problem solving structure and initiatives, that includes the Customer Quality Action Groups (CQAGs) with a cross-functional team to coordinate and/or participate in problem solving groups.

  • Work closely with cross-functional teams, including Sales, Services, Project, Engineering etc., to address and resolve customer issues.

• Continuous Improvement: Lead continuous improvement initiatives using methodologies such as Problem Solving Structure, Lean, Six Sigma, and other quality tools to optimize processes and products.

• Training and Development: Train internal teams and customers on quality practices and continuous improvement processes.

• Data Analysis: Utilize data analytics, customer surveys and feedback to identify risks and areas for improvement. Collect and analyze quality data to identify trends, develop reports, and provide actionable insights to the management team.

• Compliance and Standards: Ensure that all processes and products comply with applicable standards and regulations, as well as Valmet's internal policies.

In addition, to succeed in this position, you should have:

• Bachelor’s degree in Engineering (preferably in Mechanical, Chemical, Production) or related fields.

• Postgraduate or MBA is a plus.

• Solid experience in quality and/or customer interface roles, preferably in the pulp, paper, or energy industries.

• Experience in managing customer complaints and quality improvement projects.

• Experience in lead and implement a problem solving culture, with Quality tools, Lean and Six Sigma methodologies.

• Fluency in English.

• Advanced in Spanish (differential).

• Fluent Portuguese.

• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers and internal teams are skills necessary for this position.

• Leadership and Management: ability to lead projects and teams, with a focus on results and continuous improvement are skills and competencies necessary for this position.

We offer:

We offer you an exciting and challenging job in a global environment and opportunities for professional development. This is an excellent opportunity to join our South America team.

When everything works together

Valmet is where the best talent from a wide variety of backgrounds comes together. With 19,000 professionals around the world, we are the leading global developer and supplier of technologies, automation and services for the pulp, paper, and energy industries. Our commitment to moving our customer’s performance forward requires creativity, technological innovations, service know-how – and above all, teamwork. Join the team!