Customer Support Excellence Lead

2 weeks ago

Mjölby Kommun, Sweden Toyota Material Handling Europe Full time

About the Job

In this exciting role, you will be part of the Market Operations organisation, working closely with Marketing & Sales Companies to resolve major customer issues. As a key contributor, you will identify common customer pain points, coordinate issue resolution, and implement TPS methodologies to improve efficiency.

Your Key Responsibilities

  1. Responsible for the overall management and effective resolution of critical customer issues reported by surveys across Europe.
  2. Detect and clarify top issues from customer feedback, making prioritisation, organisation, and leadership crucial for efficient resolution.
  3. Monitor the evolution of issues in time, confirming the effect of implemented countermeasures and keeping the organisation up-to-date until resolution.
  4. Be the Quality representative in the T-Smile program, contributing to regular progress meetings with countries physically or virtually and training/coaching them on related TPS methodologies.

About You

We are looking for an experienced Quality Manager with a strong background in process improvement, excellent communication skills, and a customer-centric approach. Your ability to navigate complex organisational structures and drive improvements will make you a valuable asset to our team.

  • Proven experience in TPS programs (from design to training and implementation in a multicultural environment).
  • Strong process understanding, thinking outside the box to drive improvements.
  • Customer-focused, driven by the desire to deliver exceptional customer experiences.
  • Excellent communication, coordination, and relationship-building skills.

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