Customer Experience Quality Manager

3 weeks ago

Mjölby Kommun, Sweden Toyota Material Handling Europe Full time

In Toyota Material Handling Europe, we are 13,500 colleagues passionate about supporting companies of all sizes with today's and tomorrow's material handling challenges. Because we know that our business and our industry are essential and sometimes even critical for you, for daily life and society at large.

In our respective Headquarters in Mjölby and Gothenburg, Sweden, Willebroek, Belgium, or in our Sales companies across Europe or in our factories in France, Italy and Sweden, you can be part of an extraordinary journey. And together we will Move the world towards easy and sustainable.

The Position

As a part of the Market Operations organisation, the Customer Experience Quality Manager will be a significant contributor to lift to the next level the experience perceived by our customers by coordinating efficiently the resolution of major issues across the organisation.

You are identifying the most common and painful issues affecting our customers across Europe based on customer information provided by the functional and company surveys sent by our Marketing & Sales Companies. You are also following up and reporting status, up to the final resolution.

As a second priority, you lead and coordinate the implementation of TPS methodologies in each of our TMHE MSCOs entities in the purpose to solve fast and efficiently the customer pains identified in their local market. This activity will be proceeded by coordinating with the Toyota Lean Academy to confirm the quality of each local "Dantotsu" quality improvement process.

In this role you will report to the Director of the Toyota Lean Academy, Michael Lambert.

Your Responsibilities

  • Responsible for the overall management and the effective resolution of the most critical customer issues reported by customers surveys across Europe; not systematically being the leader in the resolution but securing that a structured and efficient activity is proceeded by the responsible TMHE departments. Acting in case of unclear responsibility.
  • Detecting and clarifying top issues in Europe from customers feedback in good interface with our Marketing & Sales companies, making prioritization, organizing leadership/task forces and securing a structural approach for resolution.
  • Monitoring the evolution of the issues in time, confirming the effect of the implemented countermeasures and keeping the organisation up to date until resolution.
  • Being the Quality representative in the T-Smile program; therefore, contributing to regular progress meetings with countries physically or by Teams and training/coaching them to the related TPS methodologies.
  • Leading a regular steering committee supporting you in fixing the issues across the organisation.

Your Profile

We are looking for a person with experience in Quality Management. You have a pragmatic and solution-oriented mindset, balancing practice with operational realities. You navigate politics smoothly, focusing on collaboration and impact.

  • Experience in TPS programs is beneficial (from design to training and implementations in a multicultural environment).
  • Strong process understanding, able to think outside the box and drive improvements.
  • Customer focused, motivated by the customer experience.
  • Excellent communication, coordination and relationship-building skills.
  • Motivated by continuous improvement, committed to exchanging lessons learned and best practices.
  • Ability to frequently travel over Europe on the principle of Genchi Genbutsu.

Our Offer

In a rapidly growing high-tech industry in fast transformation, Toyota Material Handling is stable, global, and influential. We offer a dynamic, diverse, and welcoming local work environment where you always act within an international context.

Depending on the chosen candidate, the location could be in any of the TMHE Offices in Europe with the possibility to work remotely two days a week as a natural part of the deal. So is an attractive benefit package and a yearly bonus.

Most importantly, we have great people like yourself onboard who continuously learn, improve, and collaborate to deliver quality in everything we do. While you keep moving us forward, we look forward to seeing your career move in remarkable ways.

Time for you to make a MOVE

Your Application

Send your application, CV, and Cover letter in English, no later than March 31st, 2025. We screen continuously, so do not miss out and send in your application today

For more information regarding the position, please contact: Director TLA Michael Lambert at michael.lambert@toyota-industries.eu

For more information regarding the recruitment process, please contact: Patrik Schultzén, Talent Acquisition Specialist, at Patrik.schultzen@toyota-industries.eu

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